Training and Quality Specialist

2 weeks ago

Toronto, Canada Legal Aid Ontario Full time

Company Bio

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.
As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.
If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.
Primary function
This position is located in the Central Operations & Client Experience (COCE) department and 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.

**Primary Location**: Provincial Office - Toronto

**Secondary Location**: Not applicable

**Reporting to**: Manager, Knowledge and Information Management and Training, COCE.
Key accountabilities
- 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 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

Required skills & experience
- 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

Assets
- Advanced understanding of LAO’s policies and procedures
- Experience with alternative and technology based training delivery methods such e-learning
- French language skills are an asset
- Certification in training is an asset

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Equity Statement

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to diversity and inclusion. Accommodations are available upon request.
Legal Aid Ontario encourages applicants from equity seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis descent, persons with disabilities, women, members of racialized communities and the 2SLGBTQ+ community. We recognize the value of diversity, equity and inclusion and are committed to addressing systemic barriers, and attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds u

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