Laa-23-39 - Business Quality Advisor

Legal Aid Alberta is seeking to fill a full-time permanent, Business Quality Advisor position in our downtown Edmonton or Calgary office. This position will appeal to an individual that likes to take initiative, is client focused and is exceptionally strong in delivering high-quality results. You will play an important role in the justice system helping some of Alberta’s most disadvantaged people every day.
Who We Are
We are Legal Aid Alberta. We believe in an Alberta where everyone is able to understand and protect their legal rights. As a publicly funded, non-profit organization, we provide affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide: Calgary, Edmonton, Fort McMurray, Grande Prairie, Lethbridge, Medicine Hat, Red Deer, Siksika Nation, and Wetaskiwin. We work together to serve Albertans, protecting their rights and ensuring a fair legal process.
Who You Are
Working at Legal Aid Alberta means you are committed to upholding the principles of access to justice. You have excellent communication and interpersonal skills especially in high stake and quick paced situations. You have a drive and passion to take data and analyze it to improve the business. The ability to influence groups within the organization is a talent you possess, and you enjoy being a part of continuous improvements within the organization.
**Job Description**:
Reporting to the Business Manager in Legal Services, some of the key responsibilities include:

- Work collaboratively with the leadership team and other business units to measure business activities against organizational objectives and strategy, identify emerging trends, risks, or issues, and take appropriate action as required.
- Design and/or continuously improve elements of the contribution measurement, reporting and management framework for multiple distinct teams and functions in LAA offices across the province.
- Develop and implement data collection, reporting and visualization tools (i.e., dashboards) to promote and reinforce use of data to inform business decisions.
- Continuous focus on developing and reinforcing client-focused, value-add activities when assessing, designing or reporting on operational tasks, internal policies and data collection activities.
- Lead and/or support efforts to unify and coordinate operational or reporting processes across various functions, teams, and offices, e.g., analysis, development and implementation of standardized data collection and reporting processes within LAA’s North, South, and regional offices for Emergency Protection Order services provided by family law teams.
- Through independent thought and action, and with input or direction from others as appropriate, develop and provide training and supports for implementation and/or monitoring of internal policies and procedures related to process measurement and/or contribution measurement.
- Support change management, communication, and training activities for new or adjusted processes, including development and/or delivery (verbal or written) of change management content, e.g., sharing information with managers or staff about a new tool used to collect data, providing a demonstration to impacted users, and following up to answer questions, ensure understanding, and begin to monitor for adherence to new process.
- Work collaboratively with other roles and business units to support and continuously improve the day-to-day administration of a law office with various practice areas, as related to contribution and measurement program and related activities.
- Identify opportunities to adjust process, reporting or internal policies to improve efficiency, client access, and/or quality of service.
- Other duties as assigned by the Business Manager

**Qualifications**:
**Education and Experience**:

- Minimum of three (3) to five (5) years of relevant experience with a focus on process or operational analysis.
- Working knowledge and experience in project management and change management, with certification (e.g., Project Management, Prosci Change Management) considered an asset.

**Knowledge**:

- Knowledge of business analytics, data visualization
- Knowledge and understanding of people management theories/ principles and ability to coach others around best practices.
- A high level of comfort working with technology and a keen enthusiasm for learning new systems including, computer literacy in MS Office, web-based legal services tools, and other web-based resources.
- Knowledge of basic project management, business analytics and organizational finance
- Change management and project management best practices and strategies

**Skills**:

- Exceptional interpersonal, facilitation, and communication skills with the ability to express ideas, recommendations, and decisions clearly and concisely, both orally and in writing, in a manner appropriate to the audience.
- Excellent analytical, logi