Quality Assurance Customer Satisfaction Coordinator

2 weeks ago

Bradford, Canada Aurora Cannabis Full time

**QUALITY ASSURANCE**

**CUSTOMER SATISFACTION COORDINATOR**

**Job Location**: Aurora River - Bradford, ON

**Employment Type**: Full-time permanent employment onsite

**Division**: Facilities QA/QC

**Hours**: 40 hours per week

**A LITTLE ABOUT US**

We are a global cannabis company driven by our passion to help people improve their lives. We 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 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**

Are you a cannabis enthusiast with an energetic spirit? Are you looking to work with a fun group of people? If so, we would love to meet you

We are currently looking for a Quality Assurance Customer Satisfaction Coordinator for our River facility in Bradford, ON. The incumbent will report directly to the Director, Corporate Quality and will be responsible for the following:
**MAIN RESPONSIBILITIES**:

- Lead the receipt, documentation, investigation and resolution of customer complaints in the Quality Assurance Department to ensure regulatory compliance and customer satisfaction
- Collaborate 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
- Build the Corporate Aurora complaint handling strategy including electronic system management, spreadsheets and other complaint management tools in collaboration with other internal stakeholders
- Support and participate in the development and implementation of a corporate Quality approach to manage complaints
- Coordinate complaint resolution meetings with key stakeholders to review complaints and non-conformance management, to establish preventive actions
- Provide timely communication with the Health Canada approved Quality Assurance Person and Quality team on adverse events received from customer complaints
- Undertake audits as appropriate to benchmark complaint handling and monitor performance
- Communicate adverse events to Health Canada, as per regulations
- Develop and analyze complaint key performance metrics and data to identify trends and provide information to department management and other personnel
- Align Quality Assurance customer complaint KPIs to Quality objectives and Quality Policy
- Communicates with Aurora provincial sales teams, and provincial partners Quality Assurance Departments on complaint handling and feedback
- Coordinate customer complaints received in the Quality Assurance Department from global partners
- Work closely with Manager, External Quality to ensure complaints and non-conformances resulting from vendor supplied items are logged and actioned
- Provides 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.,
- Produce ad-hoc reports related to product complaints and risks so management is kept informed of developments and implications 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

**QUALIFICATIONS**:

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

**WHY YOU’LL LOVE WORKING AT AURORA**

Our people are at the heart of everything we do here at Aurora, and we take pride in fostering an inclusive space that inspires our team to love where they work From rewarding career opportunities to flexible work environments to team activities, we go above and beyond to prioritize your success and here’s how we do it...

**Flexib

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