Complaints Associate

**Introduction**

Reporting to the Regulatory Affairs Coordinator, the Complaints Associate is responsible for handling customer and retail complaints concerning cannabis product quality. The Complaints Associate is primarily responsible for responding to cannabis product complaints and documenting complaints within the QMS. The Complaints Associate will also assist with investigations into the root cause of product issues. The extraction facility is located in Aylmer, Ontario.

**Company**

Motif Labs is a licensed cannabis extraction facility located in SW Ontario. Motif has 4 top-selling internal brands (BoxHot, Floresense, Debunk, and Boondocks) as well as operating a business-to-business enterprise, offering toll processing and contract manufacturing serviced to Licensed Producers (LP’s) and 3rd Party Brands. Motif is experiencing significant growth and we are seeking dynamic and professional individuals to join our team. Motif prides itself on Integrity, Collaboration and Quality, these core values are at the center of everything we do.

**Position Overview**
- Handle and respond to complaints received concerning cannabis product quality
- Accurately file and document all cannabis product complaints within the Quality Management System (QMS), ensuring compliance with the record-keeping requirements outlined in the Cannabis Regulations
- Assist with investigations to identify the root cause and extent of any issues concerning product quality
- Collaborate with teammates and other departments to address and resolve any issues with products
- Liaise and coordinate with regulatory agencies and stakeholders concerning cannabis product complaints
- Review batch records and Certificates of Analysis, ensuring that product meets quality and regulatory requirements
- Other Quality Assurance and Regulatory Affairs job duties as assigned

**Required Qualifications**:

- Bachelor’s Degree or College Diploma in science or a related discipline
- Ability to work in a dynamic environment and collaborate with a cross-functional project team
- Highly organized with attention to detail for successfully satisfying diverse responsibilities
- Ability to read and correctly interpret documents such as safety rules, regulations, and specifications
- Strong attention to detail, ensuring documentation is complete and accurate
- Strong written and verbal communication skills

**Preferred Qualifications**:

- Previous work experience in the Canadian cannabis industry
- Experience in a customer service role or working in the pharmaceutical and/or food and beverage industry
- Knowledge of Quality Systems: Change Control, Deviation, CAPA, Document Control
- Knowledge of the Cannabis Act, Cannabis Regulations, and GPP
- Experience working in a high growth environment

**HOW TO APPLY**:
We thank all interested applicants but only those who have been selected for interview will be contacted.

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