Quality Assurance Complaint Specialist

6 days ago

Langley, Canada Adastra Labs Inc. Full time

**Quality Assurance Complaint Specialist**

**Expected Salary Range**:$21.00 - $25.00/hr
- *Total annual compensation varies dependent on experience, qualifications, and performance*_

**Requirements**:Must be 19+

**About Us**:
Adastra is a dynamic, pioneering force in the cannabis industry focused on Cannabis extraction and boasting beloved consumer brands that have captured the market's admiration. Our commitment to excellence is absolute; blending precision, creativity, scientific rigor, and industry insight to deliver exceptional products.

We are a thriving startup with remarkable growth potential. We value individual contributions and foster a culture where work is both impactful and enjoyable. Join us in a workplace that values professionalism, fosters innovation, and sustains a fun and vibrant atmosphere.

**Why Join Us**:

- Dental care
- Extended health care
- Vision care
- Two weeks (10 days) paid vacation time.
- 5 paid sick days
- Team events/parties

**About the role**:
Reporting to the Senior Manager, Quality & Compliance, the Quality Assurance Complaint Specialist is essential to maintaining compliance with Health Canada’s cannabis regulations while ensuring a superior customer experience. This role is dedicated to effectively managing and resolving customer complaints related to cannabis products and services, thereby safeguarding consumer safety and satisfaction. The Quality Assurance Complaint Specialist will meticulously document all customer interactions, ensuring compliance with regulatory requirements and internal quality standards.

By analyzing customer feedback and complaint trends, the Associate will identify opportunities for continuous improvement in product quality and service delivery. Collaborating closely with cross-functional teams, this position promotes a culture of accountability and responsiveness, ensuring that the customer’s voice is integral to enhancing our operational practices. Ultimately, the Quality Assurance Complaint Specialist will play a vital role in building trust and loyalty among our customers while upholding the highest standards of quality and compliance in the cannabis industry.

**Duties and responsibilities (include and are not limited to)**:

- Accurately record all customer interactions, including complaints, compliments, and inquiries related to cannabis products.
- Oversee product quality and customer complaint investigations, ensuring all complaint handling processes comply with Health Canada’s regulatory requirements.
- Manage the control, approval, and tracking of complaint investigations, including Corrective and Preventive Action (CAPA) logs.
- Prioritize complaint investigations to meet regulatory, client, and business goals.
- Monitor customer responses and communications to maintain accurate records and ensure established targets are met.
- Conduct regular audits of customer service interactions to ensure compliance with quality standards and provide a comprehensive record of actions taken.
- Conduct post-complaint satisfaction surveys to gather customer feedback and identify areas for improvement in the customer experience.
- Analyze trends in customer feedback and complaints to inform strategic enhancements in service quality and compliance.
- Collaborate cross-functionally to determine root causes and implement corrective actions for identified issues.
- Provide clear, concise, and effective constructive feedback to relevant internal stakeholders and leadership teams.
- Support Regulatory Inspections and Client Audits specific to the complaint investigation process and procedures.
- Provide assistance to the Compliance Department as supplemental support for other compliance activities as required.
- Ensure timely completion of assigned audits on a weekly and monthly basis, adhering to departmental methodologies, internal processes, and accountability checks.
- Provide coaching and training to team members as needed to enhance service delivery and ensure compliance with quality assurance standards.
- Potential for Ad hoc projects.
- Other duties and responsibilities as assigned.

**Qualifications/competencies**:

- Preference for a Bachelor of Science Degree (BSc) in a relevant field or equivalent work experience. Such as Chemistry, Biochemistry, Pharmacology, Pharmacy, Microbiology, Chemical Engineering, Medicine, Dentistry or Veterinary Medicine.
- New graduates welcome.
- Strong knowledge of MS Word, Excel, SharePoint, and Outlook.
- Excellent time management and prioritization skills.
- Capable of multitasking with mínimal supervision.
- Strong attention to detail and ability to adhere to strict protocols.
- Knowledge of relevant regulations and standards in the cannabis industry.
- Excellent communication skills and ability to work effectively in a team environment.
- A strong passion for problem-solving is essential.
- Energetic and motivated individuals with a keen interest in the evolving cannabis

industry.
- Familiari

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