Training & Service Quality Specialist

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 Make

Training & Capability Development

• Design, 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 Readiness

• Support 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 Assurance

• Conduct 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 & Governance

• Facilitate 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 Identification

• Analyze 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 Improvement

• Provide 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 Loop

• Establish 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 Analytics

• Maintain 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 Enablement

• Identify opportunities to simplify learning processes, improve service-service quality controls, strengthen knowledge management, and enhance employee performance.
• Lead or participate in initiatives involving new processes, system implementations, product or service changes, policy updates, and operational transformation.
• Assess the training and service quality implications of business changes and develop appropriate readiness plans.
• Apply structured problem-solving and continuous-improvement methodologies to recurring performance and service quality issues.
• Support the adoption of digital learning, automation, analytics, and other technologies that improve training effectiveness and service quality management.
• Promote a culture of continuous learning, knowledge sharing, service quality ownership, and operational excellence.

Stakeholder & Cross-Functional Partnership

• Partner closely with Customer Service and Operations leaders to understand performance priorities, capability requirements, and service-service quality challenges.
• Collaborate with Supply Chain, business groups, HR, process owners, subject-matter experts, and other stakeholders to develop appropriate learning and service quality solutions.
• Communicate training outcomes, service quality findings, capability risks, root causes, and recommended actions clearly to stakeholders.
• Build strong partnerships with subject-matter experts to ensure learning and service quality standards remain aligned with current processes and business requirements.
• Influence stakeholders toward sustainable solutions rather than relying solely on retraining as the response to performance issues.
• Support cross-functional initiatives focused on improving end-to-end customer experience and service performance.

Your Skills and Expertise

• Bachelor's degree or higher from an accredited institution.
• Three (3) or more years of relevant experience in Training & Development, Learning & Development, Service Quality, Service Quality Assurance, Customer Service, Operations Capability, or a related customer-facing environment.
• Demonstrated experience designing, developing, and/or facilitating training programs.
• Experience supporting customer service, customer-facing, shared-services, or operational teams.
• Working knowledge of adult-learning principles, training-needs analysis, competency assessment, and learning evaluation.
• Experience conducting or supporting service quality evaluations, performance assessments, coaching, or service-service quality improvement activities.
• Demonstrated ability to analyze performance information and identify capability or service quality gaps.
• Strong facilitation, presentation, coaching, and interpersonal skills.
• Strong written and verbal English communication skills appropriate for training delivery, coaching, and stakeholder engagement.
• Strong analytical, critical-thinking, and problem-solving capability.
• Ability to manage multiple priorities and deliver commitments within established timelines.
• Strong attention to detail and ability to maintain accurate training and service quality documentation.
• Ability to work independently while collaborating effectively across teams and functions.

Additional Qualifications That Could Help You Succeed Even Further

• Experience in a combined Training & Service Quality / Learning & Service quality role.
• Experience within Customer Service, Shared Services, Global Business Services, BPO, Supply Chain Customer Operations, or a multinational operational environment.
• Experience developing or using service quality scorecards and service-service quality evaluation frameworks.
• Experience facilitating service quality calibration sessions.
• Experience conducting root-cause analysis and developing corrective or preventive improvement actions.
• Experience supporting new-hire onboarding, nesting, certification, and transition-to-production activities.
• Experience measuring training effectiveness and connecting learning interventions to operational performance.
• Experience developing training content, assessments, job aids, knowledge articles, or digital-learning materials.
• Experience with Learning Management Systems or digital-learning/content-authoring platforms.
• Experience working with ERP and CRM systems such as SAP, Salesforce, Oracle, or comparable enterprise platforms.
• Experience with reporting and analytics tools such as Excel, Power BI, or equivalent.
• Knowledge of Lean, Six Sigma, continuous-improvement, or structured problem-solving methodologies.
• Experience supporting system implementations, process changes, transformation, or change-management initiatives.
• Relevant certification in Training & Development, Instructional Design, Service Quality Management, Lean Six Sigma, or a related discipline is advantageous.

Core Capability Profile

• Training & Facilitation Excellence – Effectively develops capability and adapts learning approaches to different audiences.
• Service Quality Mindset – Maintains high standards and consistently looks for opportunities to improve service quality.
• Analytical Thinking – Uses evidence and data to identify patterns, risks, and performance opportunities.
• Root-Cause Orientation – Diagnoses the underlying cause of performance issues instead of automatically prescribing training.
• Coaching Capability – Provides constructive, specific, and actionable developmental feedback.
• Customer Focus – Understands how employee capability and service quality ultimately affect the customer experience.
• Continuous Improvement – Challenges existing practices and identifies practical opportunities to improve performance.
• Stakeholder Partnership – Builds credibility and works effectively with employees, leaders, subject-matter experts, and cross-functional partners.
• Learning Agility – Quickly learns new processes, systems, products, and business requirements.
• Execution & Accountability – Takes ownership from problem identification through intervention and measurement of results.

Measures of Success

• Training effectiveness and learner competency.
• New-hire readiness and speed-to-proficiency.
• Service quality performance and consistency.
• Reduction of recurring service quality defects and customer-impacting errors.
• Closure of identified knowledge and skill gaps.
• Effectiveness of coaching and remediation interventions.
• Service quality calibration consistency.
• Accuracy and relevance of training and knowledge materials.
• Employee capability and process adherence.

Customer experience and operational performance.

Work location:

• This role follows an on-site working model, requiring the employee to work at least four days a week in the office.

Travel: May include up to 5% domestic/international

Relocation Assistance: Not authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.

Chat with Max

For assistance with searching through our current job openings or for more information about all things 3M, visit Max, our virtual recruiting assistant on 3M.com/careers.

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Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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