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.

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.

• 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

• 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…