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Aurora is a global leader in the cannabis industry serving both the medical and consumer markets. Headquartered in Edmonton, Alberta, Aurora is a pioneer in global cannabis dedicated to helping people improve their lives. The Company's brand portfolio includes Aurora, Aurora Drift, San Rafael '71, Daily Special, AltaVie, MedReleaf, CanniMed, Whistler, and Reliva CBD. Providing customers with innovative, high-quality cannabis products, Aurora's brands continue to break through as industry leaders in the medical, performance, wellness and recreational markets wherever they are launched.

 

QUALITY ASSURANCE CUSTOMER SATISFACTION COORDINATOR  

We are recruiting for a Quality Assurance Customer Satisfaction Coordinator, reporting to the Director, Quality Assurance (West) and based out of our Aurora Polaris facility located in Nisku, AB. This position will be responsible for leading the investigation and resolution of customer complains in the Quality Assurance Department to ensure regulatory compliance and customer satisfaction. Other responsibilities as follows.

 

MAIN RESPONSIBILITIES: 

  • 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 MedReleaf to 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 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 
  • 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

 

KNOWLEDGE, SKILLS AND ABILITIES: 

  • Working knowledge of GMP and GPP as they related ot the Canada Cannabis Act. 
  • Ability to understand, follow and mentor production staff regarding SOP compliance
  • Excellent communication skills, both verbal and written
  • Excellent investigative and customer service skills
  • Strong attention to detail and organizational skills
  • Ability to conduct critical analysis of situations in order to determine root cause of deviations
  • Ability to  pass HC background check
  • Ability to multitask and adapt to an evolving work environment

 

EXPERIENCE AND EDUCATION: 

  • Post secondary education in health and food sciences or related field
  • Minimum of 3 years' experience in a related role
  • Experience working in a highly regulated environemtn, pharmaceuticals, and/or NHP manufacturing would be considered an asset

 

We would like to thank all applicants for their interest but only those selected for an interview will be contacted. 

 

Aurora is an equal opportunity employer. At Aurora, we are committed to do business inclusively and accommodate applicants with disabilities. If you require accommodation (including, but not limited to, an accessible interview site, alternate format of job posting) during the recruitment and selection process, please let our Recruitment team know.


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