Quality Assurance and Training Specialist
Arthrex
Summary
Responsible for developing and maintaining educational curriculum and quality documentation aligned with Arthrex standards, strategic goals, and operational initiatives. Ensure consistent and standardized training practices across all areas of Customer Service Operations (CSO) to support excellence in service delivery and employee development.
Job description
Essential Duties and Responsibilities
Training Development & Delivery
- Design and deliver formal training programs for new and existing CSO staff.
- Develop customized training solutions to address specific operational needs.
- Provide ongoing education to enhance employee skills, knowledge, and efficiency.
Quality Assurance & Performance Monitoring
- Create and maintain quality monitoring forms and standardized evaluation criteria.
- Record and analyze quality results using approved documentation methods.
- Monitor CSO performance and provide feedback to improve service delivery.
Documentation & Standardization
- Oversee the development and maintenance of SOPs, work instructions, and training materials.
- Ensure all documentation reflects current practices and supports standardized operations.
Coaching & Feedback
- Coach CSO staff to deliver the Arthrex Customer Service Experience.
- Offer constructive feedback and support performance improvement initiatives.
Recordkeeping & Reporting
- Maintain accurate records of training activities, performance scores, and quality assessments.
- 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.
- ERP experience required.
- 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
- Bachelor's Degree preferred
- 2 years of Customer Service, preferably in a leadership role, development, or mentoring capacity
Requirements
- High School diploma required
- Bachelor's Degree preferred
- 2 years of Customer Service, preferably in a leadership role, development, or mentoring capacity
- ERP experience required
- Advanced computer skills to include all Microsoft applications with excellent Excel and PowerPoint and Outlook email experience
- Attention to Detail is a must
- Ability to work in a fast-paced, ever-changing environment
- 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
- Customer Service Operations, or Logistics background preferred
- Knowledge of Telecom systems preferred
- Knowledge of Salesforce or CRM systems preferred
- Recording systems and reporting preferred
- Knowledge of Arthrex Customer Service Operations processes and best practices preferred
Benefits
- Medical, Dental & Vision
- Company-Provided Life Insurance
- Voluntary Life Insurance
- Flexible Spending Account
- Supplemental Insurance Plans
- Matching 401(k)
- Annual Bonus
- Wellness Incentive Program
- Free Onsite Medical Clinics
- Free Onsite Lunch
- Tuition Reimbursement
- Trip of a Lifetime
- Paid Parental Leave
- Paid Time Off
- Volunteer PTO
- Employee Assistance Provider
Company overview
Arthrex is a global leader in orthopedic medical device innovation and minimally invasive surgical technology. Founded in 1981 and headquartered in Naples, Florida, the company has pioneered the field of arthroscopy and maintains a strong focus on advancing orthopedic surgical procedures worldwide. With the corporate mission of "Helping Surgeons Treat Their Patients Better," Arthrex develops over 1,000 innovative products and surgical procedures annually, specializing in arthroscopy, sports medicine, total joint arthroplasty, and orthobiologics. As a privately held company with a family business culture, Arthrex operates globally with regional offices in Munich, Mexico City, and Singapore, serving healthcare professionals across more than 31 locations. The company is renowned for its comprehensive medical education programs, state-of-the-art manufacturing facilities, and commitment to delivering uncompromising quality in orthopedic care. Arthrex continues to experience significant growth while maintaining its dedication to scientific research, product development, and supporting surgeons in improving patient outcomes through minimally invasive techniques.