Senior Specialist: Customer Service Training & 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

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