Training and Quality Specialist (9 months)

Legal Aid Ontario; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

Legal Aid Ontario is seeking a Training and Quality Specialist to support the Intake Operations Support department. The role focuses on developing and delivering staff training, creating knowledge resources, and establishing a QA program that is integrated into the training process.

You will work with the Manager, Knowledge and Information Management and Training to train staff across locations, including remote delivery, and to continuously improve training content, methods and outcomes for LAO

Qualifications

• Experience in developing and delivering training to adult learners.
• Experience in managing a full training cycle.
• Excellent writing skills for clear, audience-appropriate communication.
• Understanding of knowledge management principles and content development.
• Experience delivering training and QA in remote learning environments.
• Strong presentation, facilitation, and relationship-building skills.

Responsibilities

• Conduct orientation sessions and on-the-job training for new hires.
• Develop and deliver training on LAO initiatives and process changes.
• Plan, develop, and provide staff training and development programs.
• Analyze training needs and improve existing programs.
• Evaluate training effectiveness and recommend improvements.
• Create instructional content and materials across platforms (e.g., Chat, KIM, SLF).
• Support QA program standards and embed QA in training processes.
• Monitor calls for QA and advise on staff training and information needs.

Skills

Training delivery

Adult learning

QA program development

Content development

Presentation skills

Interpersonal skills

Knowledge management

Tools

LMS

Content authoring tools

Job description

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 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: N/A

Reporting to: Manager, Knowledge and Information Management and Training

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 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

Required Skills & Experience

• 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

• Certification in training is an asset
• French language skills are an asset

Only those candidates selected for an interview will be notified.

Final candidates for this position will be required to undergo a criminal record check.

This position is represented by OPSEU and the employee will be governed by the provisions of the collective agreement and union dues will be deducted bi-weekly from date of hire.

Equity Statement

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity‑seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.