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Job Location: Hybrid 

Employment Type: Full-time permanent employment onsite

Division: Facilities QA/QC

Hours: 40 hours per week




We are a global cannabis company driven by our passion to help people improve their lives. We have a diverse team who bring their best every day so Aurora can be the cannabis provider of choice for patients and consumers.  We love our work, and we especially love our high quality, innovative brands that make up the Aurora family – from Aurora, Aurora Drift, San Rafael ’71 and Whistler.


Our people combined with our collective passion for the industry is what makes Aurora a special place to work and defines what we call our “A-Team”. We are a high-performing team of cannabis experts, innovators, and champions, that work, learn and win together. We think BIG, act BOLD and execute with PURPOSE in all that we do, and will stop at nothing to cultivate the ultimate cannabis experience for our community.




Are you a cannabis enthusiast with an energetic spirit? Are you looking to work with a fun group of people? If so, we would love to meet you!


We are currently looking for a Quality Assurance Customer Satisfaction Coordinator for our River facility in Bradford, ON. The incumbent will report directly to the Director, Corporate Quality and will be responsible for the following:



  • Lead the receipt, documentation, investigation and resolution of customer complaints in the Quality Assurance Department to ensure regulatory compliance and customer satisfaction
  • Collaborate with internal stakeholder including but not limited to: Operations, Quality Assurance, Quality Control, Patient/Customer Care, Sales, Marketing, Regulatory teams at a site and global Aurora level to ensure swift investigations, and preventive action
  • Build the Corporate Aurora complaint handling strategy including electronic system management, spreadsheets and other complaint management tools in collaboration with other internal stakeholders
  • Support and participate in the development and implementation of a corporate Quality approach to manage complaints
  • Coordinate complaint resolution meetings with key stakeholders to review complaints and non-conformance management, to establish preventive actions
  • Provide timely communication with the Health Canada approved Quality Assurance Person and Quality team on adverse events received from customer complaints
  • Undertake audits as appropriate to benchmark complaint handling and monitor performance
  • Communicate adverse events to Health Canada, as per regulations
  • Develop and analyze complaint key performance metrics and data to identify trends and provide information to department management and other personnel
  • Align Quality Assurance customer complaint KPIs to Quality objectives and Quality Policy
  • Communicates with Aurora provincial sales teams, and provincial partners Quality Assurance Departments on complaint handling and feedback 
  • Coordinate customer complaints received in the Quality Assurance Department from global partners
  • Work closely with Manager, External Quality to ensure complaints and non-conformances resulting from vendor supplied items are logged and actioned
  • Provides training on customer complaint handling and assurance of customer satisfaction from a Quality Assurance perspective to employees, patient/customer care, provincial sales agents, logistics, operations etc.,
  • Produce ad-hoc reports related to product complaints and risks so management is kept informed of developments and implications of complaints related to product quality or customer safety
  • Support other Aurora sites Quality Assurance Department with complaint handling and management (where required)
  • Other duties as required



  • Degree in related science field
  • Minimum 3 years' experience in a related role
  • Excellent data management and analysis ability
  • Strong proficiency in Microsoft applications such as, Excel, PowerBI etc
  • Experience working in a regulated environment, pharmaceuticals, and/or NHP manufacturing considered an asset
  • Working knowledge of GMP and GPP as they relate to the Canada Cannabis Act
  • Ability to understand, follow and mentor production staff regarding SOP compliance
  • Excellent writing and math skills
  • Strong attention to detail
  • Strong organizational skills
  • Ability to conduct critical analysis of situations to determine root cause of deviations
  • Ability to pass HC background check
  • Ability to multitask and adapt to an evolving work environment




Our people are at the heart of everything we do here at Aurora, and we take pride in fostering an inclusive space that inspires our team to love where they work! From rewarding career opportunities to flexible work environments to team activities, we go above and beyond to prioritize your success and here’s how we do it...



Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! With flexible working hours to compressed work weeks to paid sick and vacation time, you will be empowered to achieve work-life balance.

Total Rewards: we will motivate you to go above and beyond with a competitive hourly wage (with shift premiums), stock options, an RRSP program, annual bonuses, and a health and personal care spending account for you to use for gym memberships, ski-trips or staycations.

benefits: we will foster your health and wellness (and your dependents) with our employee benefits package including, employer-paid health and dentalcare premiums, life insurance and LTD policies and a medical cannabis coverage program, designed exclusively for our A-Team, that will provide you with $3,000 of coverage each year (because we truly believe cannabis is the best medicine). 

Life-Long Learning: we’re lifelong learners here at Aurora and will invest in your professional development throughout all aspects of your career! You will have access to a tuition assistance program, virtual learning activities and annual performance reviews, to ensure you are provided with the toolkit and support you need to succeed.

Perks: we love to celebrate our people by providing corporate perks including employee discounts, perkopolis memberships, company SWAG, paid volunteer time, modern technology and free snacks and beverages at all our office locations.

Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helps you grow and provide people better days with medical cannabis.




Think you have what it takes to join our team? So do we!


Apply today by submitting your resume along with salary expectations through our website. You can expect your application to be reviewed by a human recruiter (not a robot) shortly after you apply, and our team will contact you via email if we see a fit.


Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways! We would love to review your application to see if you’re the right fit or find you an alternative opportunity!


Not the role for you? That’s okay! Visit our careers page to find the perfect opportunity for you or share this posting with a friend or colleague that you think would be a great fit (hot tip: if you are already an Aurora employee, take advantage of the employee referral program by referring this posting to a friend! If they are successful, you will receive a bonus!)




At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.


Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic.



If you require accommodation (including, but not limited to, an accessible interview site or alternate format of job posting) during the recruitment and selection process, please do not hesitate to let our team know! We are here to help.



Our mission at Aurora has always been to improve the health and wellness of our core community. We strive to create a safe, healthy, and inclusive environment for our team and strongly believe introducing a mandatory COVID-19 vaccination policy will help us achieve this.


As of February 2022, Aurora has introduced a mandatory COVID-19 vaccination policy for all employees and as a condition of employment, all candidates must provide proof of vaccination against COVID-19 or receive an approved medical or human rights accommodation prior to commencing employment with Aurora. If proof of vaccination is not provided or a request for accommodation is not approved, the offer of employment will be rescinded.


If applicable, Aurora Human Resources will contact you via your email address provided. We do not contact candidates over Facebook or other Social Media apps. You will never be requested to provide confidential information such as banking information or your Social Insurance Number in the interview process.

Job Segment: QA, Quality Assurance, QC, Logistics, Quality, Technology, Customer Service, Operations