Sr. Specialist, Customer Service Training and Call Quality

This is where your 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

Responsible for the development, design, implementation and coordination of specific training for new and existing employees. Ensure that quality and regulatory compliance requirements are supported through training programs including procedural documentation. Supports system enhancements, process changes and projects with creation of process documentation and training. Responsible for managing governance and audit of SOPs, training, documentation, work instructions and job aids.

What you'll be doing

• Design, develop, implement and deliver specific training to meet training needs within aligned functions
• Distributes training communications (memos, schedules, descriptions, etc.)
• Conduct training classes for new and existing employees within aligned functions, including necessary prep work
• Maintain a well-documented training program to include new hire and refresher training
• Maintain New Hire Training Modules, and related documentation
• Identify needed changes to training materials to keep current with actual practices
• Help in creation and updates of SOP documentation and coordination with quality systems
• Create/Maintain tools that facilitate and improve ability to follow procedures (web tools, checklists, forms, etc.)
• Maintain training materials in centralized location, with controls/governance in place
• Provide feedback to supervisors on identified performance issues through training evaluations
• Support projects with creation of process documentation and any necessary training
• Collaborate with Process Owners on process documentation and changes
• Administer Skill Verification and process audits, with recommendations for refresher and ongoing training

What you'll bring

• High school diploma or equivalent required, college degree preferred
• Experience with systems and testing processes preferred
• Knowledge of Hospital Products, Advanced Surgery products, processes, systems, including PROQ, Articulate, SharePoint desirable
• Knowledge of JDE, MS Excel, Access, Word, Power Point, Visio and any web based formats preferred
• Ability to work cohesively with other functions
• Ability to work in a constantly changing environment
• Ability to lead, motivate and educate (one-on-one and with groups)
• Requires excellent customer service skills
• Teaching/training experience
• Demonstrated oral, written communication and group presentation skills
• Demonstrated performance displaying initiative, organization, analytical and problem solving skills
• Ability to work independently
• Solid organizational skills
• Good presentation and group facilitation skills
• Knowledge of adult learning concepts
• Ability to read, interpret, follow and write Standard Operating Procedures (SOPs)
• Attention to detail

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $60,000 - $82,500 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. 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.

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.

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, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

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.