Senior Specialist Customer Service Training and Call Quality

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.

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.

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.

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 that 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 salary range for this position is $57,664 - $86,496 annually, which reflects base salary as well as estimated target payout under the Management Incentive Compensation Plan. Individual pay will be determined based upon skills, expertise and experience, and the incentive, which is contingent upon company