Training & Service Quality Specialist

Job description

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter. Job Description: Collaborate with innovative 3Mers around the world Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a wide variety of people, global locations, technologies and products, 3M is a place where you can collaborate with other curious, creative 3Mers. This position provides an opportunity to transition from other private, public, government or military experience to a 3M career. The Impact You Will MakeTraining & Capability DevelopmentDesign, develop, deliver, and continuously improve training programs supporting Customer Service and customer-facing operations. Facilitate new-hire training, process and systems training, refresher programs, upskilling, cross-training, and other capability-building initiatives. Apply adult-learning principles and appropriate instructional methodologies to create engaging and effective learning experiences. Translate complex business processes, policies, systems, products, and customer requirements into clear and practical learning solutions. Develop and maintain training materials, facilitator guides, participant guides, job aids, knowledge resources, assessments, simulations, and other learning content. Conduct training needs skill-gap analyses using operational performance, service quality results, stakeholder feedback, customer insights, and business requirements. Adapt training content and delivery approaches based on learner feedback, service quality trends, performance data, process changes, and evolving business needs. Ensure learning content remains current, accurate, standardized, and aligned with approved processes and policies. New-Hire Onboarding & Operational ReadinessSupport the end-to-end learning journey for new employees from onboarding through operational readiness. Establish structured learning plans, competency checkpoints, assessments, and readiness criteria throughout the onboarding process. Evaluate learner knowledge and skill acquisition through written assessments, simulations, practical demonstrations, case exercises, and other appropriate methods. Partner with Operations to support effective transition from training into live operations. Monitor early-tenure performance to identify capability gaps and opportunities to strengthen onboarding. Support nesting, certification, remediation, and re-certification activities where applicable. Analyze new-hire performance and speed-to-proficiency to continuously improve training effectiveness. Service Quality AssuranceConduct structured service quality evaluations of customer interactions, transactions, cases, and other customer-service activities across applicable channels. Evaluate performance against established service standards, service quality requirements, processes, policies, communication expectations, and customer experience principles. Develop, maintain, and consistently apply service quality scorecards, evaluation criteria, and service quality -monitoring standards. Identify critical errors, recurring defects, process deviations, customer-impacting issues, and compliance risks. Ensure service quality evaluations are objective, evidence-based, consistent, and appropriately documented. Conduct targeted service quality reviews based on performance trends, customer complaints, process changes, or identified business risks. Provide timely and actionable service quality feedback to employees and operational leaders. Service Quality Calibration & GovernanceFacilitate regular service quality calibration sessions with Operations, Training, process owners, and other relevant stakeholders. Ensure consistent interpretation and application of service quality standards and scoring methodologies. Identify areas of scoring inconsistency or ambiguity and work with stakeholders to establish clear standards. Support the establishment and continuous improvement of service quality governance processes. Present service quality trends, key defects, emerging risks, and improvement opportunities during operational and service quality reviews. Maintain appropriate documentation of service quality evaluations, calibration decisions, action plans, and improvement initiatives. Performance Analysis & Root-Cause IdentificationAnalyze service quality results, operational metrics, customer feedback, complaints, employee performance, and other relevant data to identify patterns and performance gaps. Conduct structured root-cause analysis to determine whether performance issues are driven by knowledge, skill, behavior, process, policy, system, workload, or other operational factors. Distinguish genuine training needs from issues requiring coaching, process improvement, system changes, management intervention, or other solutions. Identify recurring and systemic issues that may affect multiple employees, teams, or processes. Translate findings into clear, actionable recommendations for Operations and other stakeholders. Prioritize interventions based on customer impact, business risk, frequency, and operational significance. Coaching & Performance ImprovementProvide structured, evidence-based coaching to employees based on service quality evaluations, competency assessments, and performance observations. Deliver clear, constructive, and actionable feedback that helps employees understand performance expectations and improvement opportunities. Develop targeted coaching, refresher training, remediation, and reinforcement plans for identified performance gaps. Partner with Operations leaders to ensure appropriate follow-through on agreed improvement actions. Support leaders in strengthening their coaching capability and consistency. Monitor employee performance following coaching or training interventions to determine effectiveness. Escalate recurring or systemic performance issues requiring broader operational intervention. Service quality -to-Training Feedback LoopEstablish a strong feedback loop between service quality, Training, Operations, and Process Owners. Convert recurring service quality findings into targeted learning and performance-support interventions. Use service quality results to continuously improve training content, onboarding programs, assessments, job aids, and knowledge resources. Analyze whether training and coaching interventions result in measurable improvements in service quality and operational performance. Identify opportunities for proactive training before emerging service quality issues become significant performance problems. Ensure lessons learned from customer issues, service quality defects, and operational challenges are incorporated into future learning solutions. Training & Service Quality AnalyticsMaintain accurate reporting on training completion, assessment performance, certification, service quality results, coaching activities, and improvement initiatives. Analyze trends by employee, team, process, defect type, learning cohort, and other relevant dimensions. Develop clear dashboards, reports, and insights that enable leaders to understand capability and service quality performance. Track key measures such as training effectiveness, assessment results, service quality performance, recurring defects, improvement following coaching, and speed-to-proficiency. Connect training and service quality results to broader operational outcomes, including customer experience, service performance, productivity, accuracy, and process adherence. Use data to recommend priorities and interventions rather than simply reporting results. Continuous Improvement & Change EnablementIdentif