Senior Customer Service Training & Quality Lead

Baxter Healthcare; Deerfield (IL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health & dental

401k plan

ESPP

Paid time off

Job summary

Baxter Healthcare in Deerfield, IL is seeking a Senior Specialist in Customer Service Training and Call Quality to design and manage comprehensive training programs for new employees, process changes, and system improvements, ensuring compliance and service quality.

You will lead ongoing improvement activities, provide feedback, mentor performance, and maintain a well-documented quality program while collaborating with subject matter experts across departments to deliver effective training.

Qualifications

• Bachelor’s degree in Education, Training and Development or equivalent experience.
• 3+ years in Customer Service or adult education.
• CRM and ERP platforms proficiency; strong MS Office skills.

Responsibilities

• Build and manage comprehensive training programs for new hires and process changes.
• Create engaging training materials and collaborate with experts across departments.
• Implement evaluations to audit training effectiveness and drive improvements.
• Provide feedback and mentor performance via quality assessments.
• Maintain a documented quality program and disseminate quality communications.

Skills

CRM systems

ERP platforms

Communication

Interpersonal skills

Critical thinking

Problem solving

Multitasking

Cross-functional collaboration

Office proficiency

Education

Bachelor’s degree in Education, Training and Development

Tools

CRM systems

ERP platforms (JDE, SAP)

Microsoft Office

Job description

Baxter Healthcare in Deerfield, IL is seeking a Senior Specialist in Customer Service Training and Call Quality to design and manage comprehensive training programs for new employees, process changes, and system improvements, ensuring compliance and service quality.

You will lead ongoing improvement activities, provide feedback, mentor performance, and maintain a well-documented quality program while collaborating with subject matter experts across departments to deliver effective training.