Quality & Customer Support Specialist

About the Company

Ocean Trout Canada Inc. is a leader in sustainable aquaculture, producing premium-quality steelhead raised in the pristine marine environments of Atlantic Canada. Our commitment to quality, sustainability, and innovation drives everything we do, from responsible farming practices to exceptional customer service. As we continue to grow, we are building a team of dedicated professionals who share our passion for excellence and our vision for the future of Canadian seafood.

Position Summary

The Quality & Customer Support Specialist is responsible for ensuring that product quality consistently meets or exceeds customer expectations. This newly created role will strengthen Ocean Trout Canada's commitment to excellence by bridging production, processing, and customer engagement. The successful candidate will oversee quality control systems, maintain compliance with certifications and regulatory standards, and act as a key point of contact for customers regarding product quality and assurance.

Key Responsibilities

• Design, implement, and oversee quality control (QC) systems and processes that ensure consistent product excellence.
• Act as a liaison between processing operations and sales to maintain strong feedback loops on quality performance and improvement.
• Support the sales team and customers by addressing quality inquiries, resolving issues, and ensuring customer satisfaction.
• Conduct periodic quality control audits and prepare reports for internal review and management.
• Assist in onboarding and maintaining key customer relationships from a quality assurance perspective.
• Coordinate Best Aquaculture Practices (BAP) certifications for company processing plants.
• Manage quality-related documentation and compliance requirements, including HACCP plans, CFIA standards, and customer-specific certifications (e.g. kosher, gluten-fee, antibiotic-free).
• Collaborate with customers and third-party auditors to ensure internal and external quality validations are completed accurately and on time.

Key Skills and Requirements

• Background in quality management, ideally within the food processing, seafood, or aquaculture industries.
• Solid understanding of product handling, grading, and storage standards.
• Strong interpersonal and problem-solving skills with the ability to communicate effectively across departments and with customers.
• Working knowledge of CFIA standards and regulatory compliance in food production.
• Familiarity with industry specifications such as SQF, HACCP, and BAP.
• Exceptional attention to detail, documentation accuracy, and follow-through.
• Proficiency in English is required; proficiency in French and/or Spanish is considered an asset.

Work Environment

• Based on-site in Charlotte County, NB or Bedford, NS, with flexibility for hybrid work arrangements.
• Occasional travel may be required to processing facilities or customer locations.
• Standard business hours apply, with flexibility during audits, inspections, or customer quality reviews.

Performance and Growth

Success in this role will be measured by:

• Consistency and compliance with quality assurance standards
• Timely resolution of quality issues and customer feedback
• Maintenance of certifications and regulatory documentation
• Strength and reliability of customer relationships regarding product quality

As Ocean Trout Canada continues to grow, this position offers opportunities for professional development and increased responsibility within the Company's growing quality and operations team.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance

Work Location: Hybrid remote in Saint Stephen, NB E3L 3B2