Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is looking for a Quality Assurance & Training Specialist I who will be responsible for establishing educational curriculum and quality documents in support of Arthrex standards, goals, and initiatives. Responsible for standardization of training throughout the Field Logistics Services and Field Operations Support department. Join our talented team and help us stay focused on Helping Surgeons Treat Their Patients Better™.

Essential Duties and Responsibilities:

• Participates in the design and development of quality monitoring forms, training materials/manuals, and documents with standardized metrics and criteria.
• Oversee the design, development, and maintenance of Field Logistics Services Standard Operating Procedures, local work instructions, and other training materials.
• Responsible for coordinating and delivering a formal training program to Field Logistics Services, Field Operations Support, and Agency Partners.
• Develop and arrange specific training solutions for the Field Logistics Services and Field Operations Support Department.
• Work with agency partners and the Field Operations team to identify training scenarios and tasks and provide remedies for their needs.
• Provides ongoing education and training to existing employees to cultivate their skills, boost knowledge, and increase efficiency.
• Offer constructive feedback, evaluate department intake quality performance, and implement and communicate standards and effective models.
• Record quality results using an authorized form and standardized requirements.
• Coaches Field Logistics Services and Field Operations Support staff members for success in executing and delivering exemplary service to Arthrex Agency Partners.
• Monitor the performance of Field Logistics Services and Field Operations Support at both agent and team levels.
• Maintain records of all forms for the Field Logistics Services and Field Operations Support staff members and document performance quality scoring.
• Provide evaluation feedback to the Field Operations Support Sr. Manager, FLS Manager, and Supervisor for 90-day performance and annual performance reviews.
• Develop future state strategies, roadmaps, and initiatives aligned with Arthrex’s goals and vision.
• Provide an action plan and goals to Field Logistics Services and Field Operations Support staff members who require improvement and advise them of various actions to assist with their improvement.
• Consult with the Field Operations Support Sr. Manager,  FLS Manager, and Supervisor about any concerns or problems observed while monitoring. Provide a resolution to instruct and educate staff members.
• Maintains statistics, analysis, and trends on reaching quality benchmarks and Key Performance Indicators.
• Participate and collaborate in any actions or solutions for improvement. This includes but is not limited to surveys, training, and executing any plans for business standards.
• Maintains discretion and confidentiality at all times.
• Uses independent judgment while coaching and mentoring to maintain Arthrex quality standards.
• Collaborates with Arthrex Learning and Development on new and best practices.
• Maintain training program materials such as case studies, presentations, and videos.
• Develop future state continuous improvement strategies, roadmaps, and initiatives that are aligned with Arthrex’s goals and vision
• Availability to present and attend seminars, conferences, or symposiums to keep up to date on software and skills for best practices.
• Maintain flexible hours as per business needs.

Education/Experience:

• Bachelor’s Degree preferred
• 2 years of Customer Service, logistics experience, preferably in a leadership role, development, or mentoring capacity
• ERP Experience required

Knowledge:

• General knowledge of quality monitoring industry practices and corporate training standards.
• Complete knowledge of Arthrex Field Logistics Services processes and best practices.
• 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
• Field Logistics Services, Customer Service, or Logistics background required
• 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

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

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.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.