Senior Training & Call Quality Specialist

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

Benefits offered by this job

Medical and dental coverage

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Paid time off 20-35 days

Commuting benefits

Educational assistance

Job summary

Baxter International Inc. in Deerfield, IL, seeks a Senior Specialist in Customer Service Training and Call Quality to design and manage comprehensive training programs, lead projects, and mentor performance to improve service excellence in a fast-paced environment.

You will collaborate with subject matter experts, develop engaging materials, implement evaluation methods, maintain a quality program, and support Baxter’s mission to save and sustain lives.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

Multitasking

Team collaboration

Critical thinking

Problem solving

Leadership

Microsoft Office

Education

Bachelor’s degree in Education, Training and Development

CPLP certification (preferred)

Tools

CRM systems

ERP platforms (JDE, SAP)

Job description

Baxter International Inc. in Deerfield, IL, seeks a Senior Specialist in Customer Service Training and Call Quality to design and manage comprehensive training programs, lead projects, and mentor performance to improve service excellence in a fast-paced environment.

You will collaborate with subject matter experts, develop engaging materials, implement evaluation methods, maintain a quality program, and support Baxter’s mission to save and sustain lives.