Quality & Training Specialist

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Full-Time Operative Pittston, PA, US

3 days ago Requisition

Summary/Objective

This role is essential to Olympia & Copperfield’s commitment of delivering quality chimney, venting, and hearth solutions. The Quality & Training Specialist supports our culture of quality by ensuring that our processes, products, and partner experiences meet high standards for reliability, customer satisfaction, and operational excellence.

Key responsibilities include gathering and analyzing quality issues, identifying root causes, reporting on trends, and contributing to process improvements. The Quality & Training Specialist will also ensure that training plans for frontline operations team members are executed and that documentation is properly maintained within the skills matrix and cross-training workbooks.

This position collaborates cross-functionally with employees at all levels of the organization—including shipping, distribution, manufacturing, inventory control, sales, and customer service—to identify and act on opportunities for improvement.

Essential Functions:

• External Customer Case Management
  - Olympia & Copperfield Distribution Centers:
  • Research all quality cases from customer partners across all Olympia manufacturing & Copperfield distribution centers. Communicate with the necessary internal and external stakeholders to validate issues, identify underlying root causes, and ensure timely resolution.
  • Coordinate with Inventory Specialists when incorrect items are picked and inventory adjustments are required and/or product must be placed in quarantine for inspection.
  • Customer Case Reporting:
    Compile weekly and monthly quality reports that break down quality case data by department, product, and/or customer to identify trends and improvement opportunities with the appropriate leaders and teams.
  • Improve the end-to-end customer case process: from case entry to reporting and ultimately root cause analysis (RCA) to prevent recurrence and increase speed to customer resolution.
• Internal Quality Audits
  - Olympia Manufacturing & Copperfield Distribution Centers:
  • Lead the creation, implementation, and sustained execution of an internal Q/A audit program across Olympia manufacturing and Copperfield distribution centers.
  • Develop and continuously refine in-process quality inspections to ensure consistent product quality while capturing and analyzing trends across all Olympia manufacturing departments.
  • Compile weekly and monthly Q/A audit and in-process inspection reports that break down data by department, product, and defect to identify trends and improvement opportunities with the appropriate leaders and teams.
  • Partner with Managers, Team Leads, and the Continuous Improvement Team across departments to direct and support training initiatives as needed.
• Front Line Operator Training
  - Olympia Manufacturing & Copperfield Distribution Centers :
  • Ensure all new hire onboarding 30/60/90-day training documents are completed and properly documented in the training matrix workbook.
  • Maintain the operations training matrix and cross-training workbooks, including alerting managers to upcoming recertifications required within their departments.
  • Coordinate future train-the-trainer programs to ensure consistency in training processes and delivery.
• Quality Process & Documentation:
  • One-Point Lessons:
    Develop one-point lessons based on findings from internal audits or external quality cases to ensure sustained constancy of execution.
  • Packing Standards:
    Create and maintain both digital files and physical binders to ensure standards are current and accessible to the corresponding teams.
  • Standard Work:
    Coordinate with the Continuous Improvement team to revise existing standard work or develop new standard work as needed based on quality findings.

Competency:

• Humility
  :
  Having or showing a modest or low estimate of one’s own importance; putting the needs of another person before your own and thinking of others before yourself
• Results Orientation (Get It Done):
  Having a work ethic and a way of overcoming challenges and getting things done without making excuses; delivering results and does what he/she says they will do
• Customer Focus
  :
  Meeting the expectations and requirements of internal and external customers to achieve positive outcomes
• Communication
  :
  Listening effectively, transmitting information…