Commercial, Client Care Auditor

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

Employment type: Full Time Permanent  

A little about us

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

Aurora Cannabis is a leader in the rapidly evolving global cannabis industry, serving both medical and consumer markets worldwide. Dedicated to helping people improve their lives, Aurora is driven by science and innovation, with a focus on providing premium medical cannabis products produced with the highest standards. We proudly serve both patients and consumers across Canada, Europe, Australia and New Zealand. Our global brand portfolio includes Aurora, Being, CanniMed, CraftPlant, Daily Special, Drift, Greybeard, IndiMed, MedReleaf, Pedanios, San Raf, Tasty’s, Whistler Cannabis Co, and WMMC. Aurora's brands continue to break through as industry leaders in the medical, wellness and adult recreational markets wherever they are launched.

At Aurora, employees are at the heart of everything we do as we execute with excellence and agility. Whether in our manufacturing facilities, in our state-of-the-art research labs or supporting our global business development, or, within our corporate functions such as HR, operations, government affairs, and more – our diverse A-Team leads with expertise, passion and dedication every day. Together, we are opening the world to cannabis and making a meaningful impact for patients, consumers, our communities and our A-team. 

Job Summary

Reporting to the Manager, Client Care, the Commercial, Client Care Auditor will be a vital part of our Client Care team by leading call quality & compliance core functions to support Agent performance, ensuring best-in-class service and providing positive patient experience. The Commercial, Client Care Auditor is a multifaceted role that involves call scripting, quality call monitoring, evaluation, reporting, analytics, coaching and compliance. The individual will possess excellent communication skills, a commitment to delivering high-quality patient care, and nurturing and supporting a high performing team.  Sounds Interesting?  Here’s a little more…

As the Commercial, Client Care Auditor you will be involved in …

Call Scripting, Evaluation and Reporting

• Create effective scripting to support inbound call activities as well as outbound campaigns
• Analyze, score, and evaluate recorded and/or live calls and files using quality monitoring scorecard within set timelines in compliance with policies, procedures, and all applicable governing legislation
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures
• Facilitate and coordinate calibration sessions with internal stakeholders to maintain alignment on program best practices
• Participate in the design and development of quality assessment tools to sustain program excellence
• Prepare reports, dashboards and presentations that bring quantitative and qualitative data and insights on individual/team performance and continuous improvement to meet and exceed KPIs
• Conduct a thorough analysis of monthly call quality results. Using analytical skills and extensive knowledge of programs, provide recommendations, trends, and gaps to help propose solutions for improving the performance of individual staff
• Present weekly department quality and compliance reporting to Team Leads, Manager and Director

Coach and Facilitate

• Deliver one-on-one and group coaching sessions with Agents
• Facilitate training to new hires regarding call flow/scripting, call quality best practices and client profile note taking in MCRM database
• Provide maintenance training for staff in cohorts

Evaluation & Delivery of Training, Quality and Performance

• Apply assessment tools to evaluate quality metrics, training, coaching and performance deliverables against objectives/KPI's, to measure effectiveness and to ensure continuous improvement
• Prepare and present recommendations for training and performance development based on assessments, data, and CSAT telephone and chat survey results

Compliance

• Main point of contact for Quality Assurance Team
• Supports and responds to QA inquires in a timely manner and in compliance with policies, procedures, and all applicable governing legislation
• Ensure Agents are following escalation procedures with accuracy in a timely manner

Other Duties

• Creating email and chat response templates which are aligned to supporting top FAQs.
• Perform other related duties and projects as required to support the Client Care Department
• Support other department leads and managers as required
• Actively participate in department meetings and leadership training sessions
• Ad hoc duties as requiredAd hoc duties as required

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

• Minimum 3 years of experience in a lead/supervisor customer service capacity or call-monitoring role
• Experience in quality and compliance management or related field equivalent industry experience
• Fluent in English & French (Verbal & Written) preferred
• Experience with Office 365 Suite of applications
• Knowledge and experience with quality in a call center environment an asset
• Knowledge of Quality Assurance (GMP/GVP) an asset
• Experience facilitating calibration and coaching sessions
• Experience with data mining, preparing reports, and presenting information to stakeholders.
• Keep up to date on legislation and policy changes within the Cannabis Act.

Bonus points if you have…

• Ability to work independently with keen attention to detail combined with a high degree of professionalism
• Strong organizational and time-management skills
• Ability to adhere to reporting cadence established and meeting timeline/deadlines.
• Excellent interpersonal, presentation, problem solving, decision-making, and listening skills.
• Superior oral and written communication, analytical and time management skills.
• A strong team player with the ability to engage with all levels of stakeholders.

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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