Senior Specialist Customer Service Training and Call Quality

Job description

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Your Role at Baxter Here, you will make a world-class impact! You will design and manage thorough training programs for new employees, process changes, and system improvements. Your efforts will be key to improving compliance and service quality by working across departments and mentoring performance. As a Senior Specialist in Customer Service Training and Call Quality, you will guarantee smooth delivery of training projects, supporting Baxter's mission to save and sustain lives. You will lead ongoing improvement activities, offering data-based suggestions and keeping operations efficient. Your Team Our ambitious team at Baxter excels in finding solutions to complex healthcare challenges. Collaboration is key, and diversity of thought is celebrated. We strictly uphold high standards of cleanliness and safety, ensuring the well-being of our employees. Together, we strive for service excellence and quality. We offer opportunities for professional growth through training, conferences, certifications, and advanced degrees. Your success is our priority, and we encourage you to thrive in your role and beyond. What you'll be doing Build and develop comprehensive training programs for new hires, process updates, and system improvements. Build and deliver engaging training materials, including presentations, handouts, and online resources. Collaborate with subject matter experts to ensure training content accuracy. Implement evaluation methods to audit training efficiency and recommend ongoing training. Provide feedback and mentor on performance issues through quality assessments. Maintain a well-documented quality program. Distribute quality communications to the Customer Service Organization. Collaborate with Process Owners on SOP documentation and quality systems. What you'll bring Bachelor’s degree in Education, Training and Development, or equivalent experience. More than 3 years of background in Customer Service or adult education. Proficiency in CRM systems and ERP platforms (e.g., JDE, SAP). Excellent communication, interpersonal, critical thinking, and problem-solving skills. Proven ability to prioritise multiple tasks in a fast-paced environment. Advanced proficiency in Microsoft Office (Word, Excel, Outlook). Demonstrated ability to lead and collaborate within cross-functional teams. Preferred: Certified Professional in Learning and Performance (CPLP) or Certified Training Professional (CTP) certification. Experience with training management systems and learning management systems. Project management or Lean Six Sigma certification (Blue Belt or higher). Bilingual or multilingual communication skills. We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $60,000 - $82,500 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. US Benefits at Baxter (except for Puerto Rico) This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice .