Job Description Summary

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

The Training & Development Specialist monitors and analyzes the quality of all customer interactions through the use of approved contact handling strategies and provides feedback and coaching to Customer Care associates. Delivers individualized and group training to Customer Care associates and creates tailored training programs to all associates within Customer Care to optimize the BD customer experience.

This role provides flexibility to work 4 days on site weekly and remotely Friday on a weekly basis.

Responsibilities

• Provide Quality Assurance monitoring of all contacts (calls, chat, and emails) and provides individualized feedback to Customer Care associates across the U.S. Region at all leadership levels in accordance with Customer Care or organizational standards

• Using the ADDIE instructional methodology, create and/or deliver training to meet all operational entry level and advanced training requirements.

• Conducts statistical analysis and assessments of quality and training data to develop personalized training and/or coaching plans appropriate for Customer Care associates

• Provide QA reporting to Supervisors and Manager.

• Analyze customer escalation issues to identify quality or training gaps and develop coaching or training solutions to mitigate those deficiencies.

• Outline development plans and training needs based on assessments.

• Coordinates with operations to maintain and update the Knowledge Management System, job aids, and tools utilized by department to support customer contacts.

• Comply with all Company, Departmental, and Quality System work instructions, procedures, and policies.

• Identify and re-enforce best practice standards and provide continuous improvement recommendations according to established protocols.

• Identify procedural gaps or discrepancies and seek to propose resolution.

• Participate in interdepartmental Lean, Six Sigma and other continuous improvement projects.

• Provide direct input into Customer Care associates performance evaluations.

• Assist in ensuring adherence to regulatory business and department guidelines, policies, and procedures.

• Responsible for personal and professional development in order to maintain subject matter expertise and managerial growth.

Qualifications:

• Bachelor's degree preferred
• Minimum 3-5 years of customer care experience (preferably in training and/or quality assurance)
• 3+ years of experience in a manufacturing supply chain organization preferred
• 3+ years contact center experience in Healthcare or Medical Device industry preferred
• MS Office experience including Word, Excel, and PowerPoint
• Excellent oral and written communication skills
• Excellent interpersonal skills and service orientation
• Strong team orientation
• Strong time management skills- flexible and adaptable
• Ability to multi-task

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Required Skills

Coaching, Give Feedback, Training Needs Assessment, Training Programs

Optional Skills

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Primary Work Location

USA TX - San Antonio

Additional Locations

USA AZ - Tempe Headquarters, USA GA - Covington BMD

Work Shift