As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.
Who You Are
Working at Legal Aid Alberta means you care about people and empathize with their situation. You have excellent communication skills especially in tough situations. You are well versed in call center operations and understand important role that a quality advisor plays. You are excellent at tracking and monitoring quality of call and can provide feedback. You bring with yourself experience of adult training and are able to facilitate workshops or learning sessions. You love learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our team and our organization.
Reporting to the Manager, Quality Assurance, Training and Client Intake, some of the key responsibilities include:
Participates in the design of call quality coaching and file review assessment formats to ensure compliance with LAA quality standards.
Performs call quality coaching and file reviews providing scoring documentation to the Client Services management team.
Monitors, compiles and tracks quality performance at the team and individual level to author reports and provide trend analysis to recommend and implement best practices.
Coordinates, investigates, responds, and reports on Legal Aid Alberta and Administrative Reviews/Client Concerns regarding certificates, billing, invoicing, authorizations, and assignment of lawyers.
Designing and facilitating workshops covering a wide range of topics to produce specified outcomes
Supports Client Services management in the execution of complex processes.
Participates in lawyer and client call quality programs to identify client needs and expectations.
Reviews and provides input into setting appropriate Quality KPIs.
Reviews, provides input, and update the How-To-Guide and Service Delivery Procedures.
Communicates with Client Services management team on a continual basis regarding the telephone queues.
Education and Experience:
Post-secondary degree/diploma in criminal justice, business and/or related disciplines
2 – 3 years’ experience working with diverse population requiring supports for complex issues.
2 years of Quality Advisor experience within Call Centre.
Diploma/Certificate or Experience in Adult Learning will be preferred.
Understanding of issues arising when dealing with persons from diverse cultures, persons from low-income or other disadvantaged groups and persons in distress
Knowledge and Skills:
Computer system and Microsoft Office Proficiency
Knowledge of civil law, family law, criminal justice system, and tribunal processes
Comprehensive knowledge of Legal Aid Policies, Rules, and Tariff
Strong knowledge of Client Services processes and techniques
Excellent organizational, conflict resolution, communication and problem-solving skills are required
Ability to work as part of a team without close supervision in a changing workplace with high volumes of diverse workload
What We Offer
Perks of working with us
7% RRSP employer contribution
Hybrid work model
Winter closures (Paid time off)
3 weeks of paid vacations
Health and dental benefits
Health and wellness spending accounts
Work life balance
Educational development opportunities
Employee assistance program
How To Apply
Please send your resume and cover letter to [email protected] Reference competition number [LAA-22-24]. Only those selected for an interview will be contacted.
Competition includes an E-test, which will be released to shortlisted candidates only
Only those applicants selected for an interview will be contacted.