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 quality assessment initiatives for new and existing employees. Ensure that quality and regulatory compliance requirements are supported through procedural documentation and training as needed. 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.

• Administer process audits, with recommendations for refresher and ongoing training
• Distribute quality communications to Customer Service Organization
• Provide feedback to supervisors on identified performance issues through quality assessments and training valuations
• Maintain a well-documented quality program
• 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 (tools, checklists, forms, etc.)
• May provide coaching, training, new hire phase-in, and day to day activity to peers or other department employees related to quality initiatives
• Support projects with creation of process documentation and any necessary training
• Collaborate with Process Owners on process documentation and changes
• Participate on special projects as assigned

• Bachelor s degree or 1-3 years equivalent work experience
• 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
• Coaching/training experience
• Demonstrated performance displaying initiative, organization, analytical and problem solving skills
• Ability to work independently
• Solid organizational skills
• Good presentation and group facilitation skills
• Ability to read, interpret, follow and write Standard Operating Procedures (SOPs)
• Attention to detail
• Excellent written documentation skills

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 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…