Quality Assurance Analyst, Customer Care Centre, Cannabis Ops

2 months ago

Burnaby, British Columbia, Canada BC Liquor Stores Full time

About the BCLDB:

The BC Liquor Distribution Branch (LDB) is one of two branches of government that provide oversight for the beverage alcohol and non-medical cannabis industries in the province. The LDB is responsible for the wholesale distribution of liquor and cannabis, and operates the retails brands BCLIQUOR and BC Cannabis Stores.

The LDB is committed to government's goals of making life better for people in B.C., improving services, and ensuring a sustainable province for future generations. The revenue generated by the LDB helps fund essential public services like health care, education, and community programming. Learn more on the LDB careers page.

The LDB has been assigned to distribute, wholesale, and sell non-medicinal cannabis inclusive of a government owned online channel with a mandate to support government's key priorities of protecting public health and safety, promoting social responsibility, and eliminating the illicit market. Since 2018, the BC Cannabis Stores chain has grown to 39 locations across the province, providing an educational, safe, and socially responsible outlet for the BC public to engage with non-medical cannabis products. We distribute cannabis to all licensed retail locations across BC and work with licensed producers across Canada to provide a wide product assortment that is centrally distributed. Cannabis operations within the BCLDB includes the Distribution, Merchandising, Retail Operations, Supply Chain, and Marketing departments.

About this role:

The Quality Assurance (QA) Analyst is responsible for providing accurate, insightful, action-oriented information and analysis for the Cannabis Customer Care Centre (CCC) by reviewing and auditing contact (email, telephone, etc.) interactions along with reviewing and investigating customer survey responses for the CCC, to identify gaps in service objectives. Based on this need analysis, the QA Analyst develops training and other programs to improve the overall quality of the customer's experience when interacting with the CCC and delivers these training programs to the agents and to other internal and external stakeholder groups.

The QA Analyst requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive working relationships, partnering with the CCC team members other resources. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.

A criminal record check is required.

Working some evenings, weekends and holidays is a requirement of the role.

For complete details about this opportunity, including accountabilities, please refer to the attached job description, also located in the Additional Information section at the bottom of the posting.

An eligibility list for permanent or temporary future opportunities may be established.

Position requirements:

Education and Experience:

Diploma in business administration, communications, or related field and one (1) year of recent, related experience*.

OR

Combination of education and experience may be considered i.e., post-secondary (high school) diploma or equivalent certificate with three (3) years of recent, related experience*.

*Recent, related experience must have occurred in the last five (5) years and must include the following:

  • Experience in quality assurance and auditing of data in a call centre environment.
  • Experience in designing and delivering training programs to meet objectives.

Preference may be given to candidates with a degree in business administration, communications or related field.

Application instructions:

To be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined in the position requirements section above. Applicants selected to move forward in the hiring process may be assessed on the knowledge, skills, abilities and competencies as outlined in the attached Job Description. Applicants must meet the requirements as described below to be considered:

  • A cover letter is required as part of your application. The content and/or format of your cover letter may be evaluated as part of the assessment process.
  • Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

For specific position-related enquiries, please contact Andrea Trousdell, HR Advisor at

Only applications submitted using the BC Public Service Recruitment System on this website will be accepted. For more information about how to create or update your profile, please refer to the attached Application Instructions or refer to the Job Application page on the MyHR website. If you are experiencing technical difficulty applying for a competition, please send an e-mail to before the stated closing time, and they will respond as soon as possible to assist you.

Note: Applications will be accepted until 11:00pm Pacific Time on the closing date of the competition.

Working for the BC Public Service:

The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact or

The BC Public Service is an award-winning employer and offers employees competitive benefits, great learning opportunities and a chance to engage in rewarding work with exciting career development options. For more information, visit What the BC Public Service Offers.

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