Sr. Specialist, Customer Service Training and Call Quality

Baxter International Inc. • Skaneateles, NY

27d • $60,000 - $82,500

About The Position

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 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.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level