Training & Service Quality Specialist

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Collaborate with innovative 3Mers around the world Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a wide variety of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3Mers. This position provides an opportunity to transition from other private, public, government or military experience to a 3M career. The Impact You Will Make Training & Capability Development Design, develop, deliver, and continuously improve training programs supporting Customer Service and customer-facing operations. Facilitate new-hire training, process and systems training, refresher programs, upskilling, cross-training, and other capability-building initiatives. Apply adult-learning principles and appropriate instructional methodologies to create engaging and effective learning experiences. Translate complex business processes, policies, systems, products, and customer requirements into clear and practical learning solutions. Develop and maintain training materials, facilitator guides, participant guides, job aids, knowledge resources, assessments, simulations, and other learning content. Conduct training needs skill-gap analyses using operational performance, service quality results, stakeholder feedback, customer insights, and business requirements. Adapt training content and delivery approaches based on learner feedback, service quality trends, performance data, process changes, and evolving business needs. Ensure learning content remains current, accurate, standardized, and aligned with approved processes and policies. New-Hire Onboarding & Operational Readiness Support the end-to-end learning journey for new employees from onboarding through operational readiness. Establish structured learning plans, competency checkpoints, assessments, and readiness criteria throughout the onboarding process. Evaluate learner knowledge and skill acquisition through written assessments, simulations, practical demonstrations, case exercises, and other appropriate methods. Partner with Operations to support effective transition from training into live operations. Monitor early-tenure performance to identify capability gaps and opportunities to strengthen onboarding. Support nesting, certification, remediation, and re-certification activities where applicable. Analyze new-hire performance and speed-to-proficiency to continuously improve training effectiveness. Service Quality Assurance Conduct structured service quality evaluations of customer interactions, transactions, cases, and other customer-service activities across applicable channels. Evaluate performance against established service standards, service quality requirements, processes, policies, communication expectations, and customer experience principles. Develop, maintain, and consistently apply service quality scorecards, evaluation criteria, and service quality -monitoring standards. Identify critical errors, recurring defects, process deviations, customer-impacting issues, and compliance risks. Ensure service quality evaluations are objective, evidence-based, consistent, and appropriately documented. Conduct targeted service quality reviews based on performance trends, customer complaints, process changes, or identified business risks. Provide timely and actionable service quality feedback to employees and operational leaders. Service Quality Calibration & Governance Facilitate regular service quality calibration sessions with Operations, Training, process