Quality Assurance Customer Satisfaction Coordinator

Division: Quality Assurance
Job location: Remote (Ontario, Quebec & Alberta)
Hours: 40 hours per week, Monday to Friday 

Employment type: Full-time (1-year Contract)

A little about us

Hi, we’re Aurora Cannabis, and we’re so excited to meet you!

We’re a global cannabis company with operations across Europe and North and South America. We’re driven by our passion to help people improve their lives and 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, Greybeard 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.
 

Job Summary

Aurora Cannabis Inc. is currently seeking a Quality Assurance Customer Satisfaction Coordinator to join their quality assurance team. Reporting to the Manager, Quality Systems, you will work collaboratively to support the Company’s business strategies.  Sounds Interesting?  Here’s a little more…

As the Quality Assurance Customer Satisfaction Coordinator you will be involved in …

• Leading the receipt, documentation, investigation and resolution of customer complaints in the Quality Assurance Department to ensure regulatory compliance and customer satisfaction
• Collaborating 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
• Building the Corporate Aurora complaint handling strategy including electronic system management, spreadsheets and other complaint management tools in collaboration with other internal stakeholders
• Supporting and participate in the development and implementation of a corporate Quality approach to manage complaints
• Coordinating complaint resolution meetings with key stakeholders to review complaints and non-conformance management, to establish preventive actions
• Providing timely communication with the Health Canada approved Quality Assurance Person and Quality team on adverse events received from customer complaints
• Undertaking audits as appropriate to benchmark complaint handling and monitor performance
• Communicating adverse events to Health Canada, as per regulations
• Developing and analyze complaint key performance metrics and data to identify trends and provide information to department management and other personnel
• Aligning Quality Assurance customer complaint KPIs to Quality objectives and Quality Policy
• Communicating with Aurora's provincial sales teams, and provincial partners Quality Assurance Departments on complaint handling and feedback 
• Coordinating customer complaints received in the Quality Assurance Department from global partners
• Working closely with Manager, External Quality to ensure complaints and non-conformances resulting from vendor supplied items are logged and actioned
• Provideing 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.,
• Producing scheduled and ad-hoc reports related to product complaints and risks to keep management informed 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

You would be the best fit for this role if you have…

• Degree in related science field
• Minimum 3 years' experience in a related role
• Excellent data management and analysis ability
• Working knowledge of GMP and GPP as they relate to the Canada Cannabis Act
• Strong proficiency in Microsoft applications such as, Excel, PowerBI etc
• Experience working in a regulated environment, pharmaceuticals, and/or NHP manufacturing considered an asset
• Ability to understand, follow and mentor production staff regarding SOP compliance
• Ability to pass HC background check

Bonus points if you have…

• 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 multitask and adapt to an evolving work environment

Why you’ll love working at Aurora

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, meeting-free-Friday-afternoons and more!  

• Total Rewards: we will motivate you to go above and beyond with a competitive salary, professional development opportunities, company SWAG, team activities and modern technology. 

• 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 cannabis.

Next steps
Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and we will contact you if we see a fit via email.

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? Share this posting with your network while subscribing to our Talent Community to learn more about upcoming opportunities (hot tip: if you are an Aurora employee, take advantage of the employee referral program by sharing this posting with someone in your network! If they are the successful candidate, you may be eligible for a bonus!).  

Diversity and inclusion
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!

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