Senior Specialist Customer Service Training and Call Quality,

Baxter International Inc.; Deerfield (IL); On-site; USD 60,000 - 83,000; Full time

Benefits offered by this job

Medical and dental coverage

Life insurance

Disability insurance

401(k) with company match

ESPP

Flexible Spending Accounts

Educational assistance

Paid holidays

Paid time off 20–35 days

Family and parental leave

Commuting benefits

Employee discount program

Employee Assistance Program

Childcare benefits

Job summary

Baxter International Inc. is seeking a Senior Specialist in Customer Service Training and Call Quality to design and manage comprehensive training programs for new hires, process updates, and system improvements.

You will lead ongoing improvement activities and provide data-based recommendations to enhance training and service quality across departments. You will collaborate with subject matter experts, mentor performance issues, and maintain documentation for a robust quality program while

Qualifications

• Bachelor's degree or equivalent in Education, Training & Development.
• 3+ years in Customer Service or adult education.
• Proficiency with CRM systems and ERP platforms such as JDE/SAP.

Responsibilities

• Build and develop comprehensive training programs for new hires, process updates, and system improvements.
• Create 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 effectiveness and recommend improvements.
• Provide feedback and mentoring on performance 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.

Skills

Bachelor's degree

Adult education experience

CRM & ERP systems

Communication skills

Cross-functional collaboration

Microsoft Office

Education

Bachelor's degree in Education, Training & Development

Tools

JDE

SAP

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.

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)

• medical and dental coverage that start on day one
• insurance coverage for basic life
• accident
• short-term and long-term disability
• business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• educational assistance programs
• 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
• paid parental leave
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits
• This is where your well-being matters.

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.

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.