Senior Specialist Customer Service Training and Call Quality

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

This is whereyour 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.

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, Benefits | Baxter

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.

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.

1 Baxter Parkway|Deerfield, IL 60015|United States of America