Senior Specialist Customer Service Training and Call Quality

This is whereyour work makes a difference.

At Baxter we believe every personregardless of who they are or where they are fromdeserves 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 jobyou will find purpose and pride.

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 Baxters mission to save and sustain lives. You will lead ongoing improvement activities offering data-based suggestions and keeping operations efficient.

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.

• 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.

• Bachelors 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.

• 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 that compensation is an important factor as you consider the next step in your career. At Baxterwe are committed to equitable pay for all employees and we strive to be more transparent with our pay practices.
The estimated salary range for this position is $57664 - $86496 annually which reflects base salary as wellas estimated target payout under the Management Incentive Compensation Plan. Individual pay will bedetermined based upon skills expertise and experience and the incentive which is contingent upon company andindividual performance outcomes. 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.

This posting is for a current existing vacancy within our organization. We are actively seeking qualified candidatesto fill this open position. If you are interviewed for this position we will advise you within 45 days of the interviewas to whether or not you were successful in obtaining the position. Information submitted as part of the jobapplication process will be kept on file for 3 years from the date of submission in accordance with legislative
requirements.

As part of our recruitment process Baxter Corporation may use AI tools to assist screening candidates and assistin evaluating candidate qualifications. All final hiring decisions are made by the hiring manager and recruitmentteam

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.

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.