Senior Training & Call Quality Lead - Customer Service

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

Job summary

Baxter International Inc. is seeking a Senior Specialist in Customer Service Training and Call Quality in Illinois. You will design and manage training programs for new employees, changes, and system improvements, while ensuring quality and compliance across departments.

You will lead ongoing improvements, deliver data-based recommendations, and mentor performance to maintain efficient operations aligned with Baxter’s mission to save and sustain lives.

Qualifications

• Bachelor’s degree in Education, Training and Development or equivalent experience.
• 3+ years in Customer Service or adult education.
• CRM/ERP proficiency (JDE, SAP).
• Excellent communication, interpersonal, critical thinking, and problem-solving skills.
• 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.

Responsibilities

• Build and develop training programs for new hires, processes 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.

Skills

CRM/ERP proficiency

Microsoft Office

Communication skills

Cross-functional teamwork

Customer service experience

Problem solving

Education

Bachelor's degree or equivalent

Tools

JDE

SAP

Job description

Baxter International Inc. is seeking a Senior Specialist in Customer Service Training and Call Quality in Illinois. You will design and manage training programs for new employees, changes, and system improvements, while ensuring quality and compliance across departments.

You will lead ongoing improvements, deliver data-based recommendations, and mentor performance to maintain efficient operations aligned with Baxter’s mission to save and sustain lives.