Manager, Dispute Resolution & Quality Assurance

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB at Careers - WCB Alberta

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Manager, Dispute Resolution & Quality Assurance

Claims Support, Dispute Resolution & Quality Assurance

Edmonton/Calgary, AB

Permanent Full-Time Position

Be part of the big picture: A safe, healthy and strong Alberta.   

If you value service, care, excellence, trust and fairness, you’ll fit right in. You'll play an important role in making a difference that creates a safer, healthier and stronger Alberta by putting people first. We work together every day to help minimize the impact of workplace injuries and illnesses on Alberta workers and employers.

As the independent operator and administrator of the province’s Workers’ Compensation Act, WCB-Alberta provides protection for over two million workers and nearly 200,000 Alberta employers. Our employees are inspired to make a positive impact on the lives of injured workers and businesses throughout the province.

How you’ll make a difference: 

Reporting to the Director, Client Support, Dispute Resolution & Quality Assurance, you will provide dedicated leadership for the Dispute Resolution and Decision Review Body (DRDRB) and Quality Assurance (QA), strengthening decision quality, fairness, and client experience. You will work closely with operational leaders and enterprise partners (the Fair Practices Office and other escalation intake points) to improve coordination, triage, and follow-through while respecting governance safeguards and decision-making independent requirements. 

You will strengthen enterprise insight and learning—connecting individual issues to broader themes, partnering with leaders to translate insights into action, and closing the loop by tracking outcomes and measuring the impact of changes over time. As well, you will champion modern, digital-first approaches to quality assurance and dispute resolution—using streamlined workflows and tools to improve consistency, transparency, and decision quality.

Your responsibilities:

• Lead the Dispute Resolution and Decision Review Body (DRDRB), ensuring fair, timely, and well-reasoned decision review outcomes aligned with governance and independence requirements.
• Lead and evolve the Quality Assurance (QA) program—including audit methodology, sampling, calibration, decision-quality standards, and continuous improvement follow-through.
• Lead unit planning, priorities, and resource management (including budget stewardship), and deliver on agreed objectives and improvements.
• Integrate findings from DRDRB, QA, disputes and escalations as well as administrative reviews and client feedback, to identify systemic themes and recommend strategic service, process, or policy improvements.

Your experience and skills:

• Degree/Diploma in Social Sciences, Rehabilitation, Business or a related field. Master’s in business administration an asset.
• Several years of demonstrated leadership experience in a complex, high-volume environment involving disability and insurance risk management with knowledge of WCB-Alberta legislation and policy is an asset.
• Strategic, progressive, self-motivated individual with a high level of initiative and strong business acumen.
• Experience with conflict resolution and/or facilitation in sensitive, high-stakes situations (e.g., mediation, issue resolution, or comparable practice).
• Experience in an administrative decision-making environment (e.g., tribunal, quasi-judicial adjudication, or formal decision review body), with strong understanding of fairness, procedural consistency, and well-reasoned decisions.
• Mediation and/or alternative dispute resolution training or certification is considered an asset.
• High ethical standards and integrity.
• Strong analytical mindset—comfortable using data, trends, and client feedback to generate actionable insight and improvements.
• Digital fluency and comfort with evolving tools (dashboards, workflow tools, AI-enabled search/support) and translating opportunities into practical operational improvements.
• Excellent written and verbal communication skills, including executive-ready briefing and issue framing.
• Demonstrated ability to integrate processes across multiple business functions and lead change in complex environments.

What we offer:

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from physical office and primary home residence) that foster a healthy work-life balance. Take the next great step in your career and help us change lives. For more information, please see our Employee Handbook

Salary: $126,648 to $158,283 per annum

Successful candidate must reside in Alberta and be able to work in person from our Edmonton or Calgary office as required. Final candidates are required to undergo a security clearance as a condition of employment.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability.  Equal opportunity is provided in employment, promotions and wages.

Interested candidate please apply online by submitting a cover letter and resume to Careers - WCB Alberta.

Closing Date: February 16, 2026