Quality Assurance and Training Specialist

Arthrex•Fort Myers, FL

1d•Onsite

About The Position

Arthrex Inc. is hiring a Quality Assurance and Training Specialist to work at its Arthrex Logistics Center in Fort Myers, Florida. The position develops and maintains educational curricula and quality documentation aligned with Arthrex standards, strategic goals, and operational initiatives. It ensures consistent, standardized training practices across Customer Service Operations (CSO) to support service delivery and employee development. The role designs and delivers training for new and existing CSO staff, develops customized training for operational needs, and provides ongoing education. It creates and maintains quality monitoring forms and evaluation criteria, records and analyzes quality results, monitors CSO performance, and provides feedback. The specialist also oversees SOPs, work instructions, and training materials; coaches CSO staff; maintains records of training and quality assessments; and reports performance trends and training outcomes to leadership.

Requirements

High school diploma required.
Two years of Customer Service experience, preferably in a leadership, development, or mentoring capacity.
ERP experience required.
General knowledge of quality monitoring industry practices and corporate training standards.
Ability to coordinate, develop, and deliver formal training programs.
Ability to work in a fast-paced, changing environment and manage multiple responsibilities concurrently.
Attention to detail.
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 team members and management, and to write and record information as required by procedures.
Advanced computer skills, including Microsoft applications, with excellent Excel, PowerPoint, and Outlook experience.
Beginner planning and organization skills and ability to meet required deadlines.
Ability to comprehend and apply language skills required to perform the job.

Nice To Haves

Bachelor’s degree preferred.
Knowledge of Arthrex Customer Service Operations processes and best practices preferred.
Customer Service Operations or logistics background preferred.
Knowledge of telecom systems preferred.
Knowledge of Salesforce or CRM systems preferred.
Experience with recording systems and reporting preferred.
Customer Service experience in a leadership role, development, or mentoring capacity preferred.

Responsibilities

Design and deliver formal training programs for new and existing CSO staff.
Develop customized training solutions to address operational needs.
Provide ongoing education to enhance employees’ skills, knowledge, and efficiency.
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.
Oversee development and maintenance of SOPs, work instructions, and training materials.
Ensure documentation reflects current practices and supports standardized operations.
Coach CSO staff to deliver the Arthrex Customer Service Experience.
Offer constructive feedback and support performance improvement initiatives.
Maintain accurate records of training activities, performance scores, and quality assessments.
Communicate performance trends and training outcomes to leadership.