Quality Assurance and Training Specialist

Title: Quality Assurance and Training Specialist

Arthrex Inc. is hiring a Quality Assurance and Training Specialist to work at our Arthrex Logistics Center in Fort Myers, FL. This individual is Responsible for developing and maintaining educational curriculum and quality documentation aligned with Arthrex standards, strategic goals, and operational initiatives. They will also ensure consistent and standardized training practices across all areas of Customer Service Operations (CSO) to support excellence in service delivery and employee development.

Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

• a. Design and deliver formal training programs for new and existing CSO staff.
• b. Develop customized training solutions to address specific operational needs.
• c. Provide ongoing education to enhance employee skills, knowledge, and efficiency.
• Quality Assurance & Performance Monitoring
• a. Create and maintain quality monitoring forms and standardized evaluation criteria.
• b. Record and analyze quality results using approved documentation methods.
• c. Monitor CSO performance and provide feedback to improve service delivery.
• a. Oversee the development and maintenance of SOPs, work instructions, and training materials.
• b. Ensure all documentation reflects current practices and supports standardized operations.
• a. Coach CSO staff to deliver the Arthrex Customer Service Experience.
• b. Offer constructive feedback and support performance improvement initiatives.
• a. Maintain accurate records of training activities, performance scores, and quality assessments.
• b. Communicate performance trends and training outcomes to leadership.

Knowledge:

• General knowledge of quality monitoring industry practices and corporate training standards.
• Knowledge of Arthrex Customer Service Operations processes and best practices preferred.
• Ability to coordinate, develop and deliver formal training programs.

Skills:

• Ability to work in a fast-paced, ever-changing environment
• Attention to Detail is a must
• Customer Service Operations, or Logistics background preferred
• Coachable, Team player, self-motivated
• Advanced computer skills to include all Microsoft applications with excellent Excel and PowerPoint and Outlook email experience
• Knowledge of Telecom systems preferred
• Knowledge of Salesforce or CRM systems preferred
• Recording systems and reporting preferred
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to work independently and effectively with internal and external customers.
• Ability to communicate ideas and issues effectively verbally to other team members and management.
• Experience in a high-paced environment with the ability to manage multiple responsibilities concurrently.
• Beginner Planning, Organization skills, ability to meet required deadlines

Education/

Experience:

• High School diploma required
• 2 years of Customer Service, preferably in a leadership role, development, or mentoring capacity

Language and Communication

Skills:

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above. Ability to verbally communicate effectively and proficiently ideas and issues to other team members and management. Ability to write and record data and information as required by procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential…