Training and Quality Specialist

This position located in the Intake Operations Support department which is responsible for the development and delivery of staff training and creation of information and knowledge resources that will help intake staff operate at optimal efficiency. The Training and Quality Specialist will also develop and support a quality assurance (QA) program and ensure that QA standards are incorporated into the training process.

Home Location: Provincial Office
Secondary/tertiary locations: not applicable

Reporting to: Manager, Knowledge and Information Management and Training.

• Conduct orientation sessions and arrange on-the-job training for new hires
• Create, develop and deliver training to staff pertaining to LAO initiatives (such as; LASA 2020, business process changes….etc.).
• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences and workshops
• Analyze training needs to develop new training programs or modify and improve existing programs
• Evaluate the effectiveness of training programs and provide recommendations for improvement
• Develop and design content, training manuals, multimedia visual aids, and other educational materials on various platforms for staff/client interactions to satisfy knowledge and content needs. These platforms include; Chat, KIM, Service Location Finder.
• Adhere and practice knowledge and information management principles
• Motivate staff in achieving high performance, oversee the design and delivery of training programs
• Create and maintain KIM content ensuring that information adheres to the KIM style guide
• Provide support to KIM users and assist in identifying knowledge needs and information gaps
• Develop a quality assurance (QA) program standards and ensure that quality assurance is incorporated into the training process
• Monitor calls for quality assurance
• Provide advice and input on staff training and knowledge needs relating to operational policies, procedures and practices affecting client service
• Support the development and design of improved information services for LAO clients and staff
• Identify service problems and recommend solutions

• 2 year or more experience in LAO's front line roles specific to the delivery of certificate program services (this may include intake experience such as taking a legal aid application)
• Work experience in developing and delivering training to adult learners
• Experience in managing a full training cycle
• A combination of training, education and experience that demonstrates a solid background in training best practices and fundamentals
• Excellent writing skills with the ability to write in a clear and concise manner and convey information appropriately for the intended audiences
• Understanding of knowledge management principles and practices including content development
• Understanding in developing and implementing employee training and quality assurance programs in a remote learning environment
• Strong presentation, facilitation, consulting and relationship building skills
• Sound knowledge of best practices relating to client service provision and previous experience in the areas of training and quality assurance
• Excellent interpersonal and motivating skills
• Critical thinking with the ability to recognize the interdependency in relevant work
• Advanced understanding of LAO's policies and procedures
• Experience with alternative and technology based training delivery methods such e-learning

Assets:
• French language skills are an asset
• Certification in training is an asset
Organizational Competencies Expected:
• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

To apply submit a covering letter & résumé.

As per the requirements of the Collective Agreement governing this position, first consideration is given to current OPSEU member applicants.

Only those candidates selected for an interview will be notified.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.
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Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email: candidate.njoynhelp@cgi.com.

Note: If a permanent employee, currently represented by OPSEU, is the successful candidate for this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.