Buscar empleo: 118 ofertas de trabajo de it en en Castelbisbal (agosto 2026)

GPC Training and Service Quality Lead

hace 6 días

Sant Cugat del Vallès

ppChez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte. /ph3La position /h3pbGPC Training and Service Quality Lead /b /ppbDepartment: /b Global Patient Care (GPC)brbArea: /b Global Customer Support (GCS)brbReports to: /b GPC Support LeadbrbLocation: /b Sant Cugat, Spain /ppbAbout the Role /b /ppThe Training and Service Quality Lead for Global Patient Care (GPC) plays a pivotal role in shaping service excellence across Roche Diagnostics' customer support network. Leading a dedicated team of Training and Service Quality Specialists, this role ensures the development and implementation of robust training programs and quality assurance frameworks that enable consistent, high-quality, patient-centered care. /ppCollaborating closely with GPC leadership, you will drive strategies that enhance skill development, align with global service standards, and foster a culture of continuous improvement while ensuring compliance with regulatory and quality standards. Through effective leadership and data-driven insights, you will strengthen the quality and efficiency of interactions with patients and customers, advancing Roche's mission to deliver transformative healthcare solutions. /ppbYour Responsibilities /b /ppbStrategic Program Development: /b /pullipIdentify training and service quality improvement opportunities by collaborating with regional Customer Support hubs, Business Implementation Specialists, and other GPC functions to ensure services evolve with business needs /p /lilipDesign, enhance, or discontinue training and quality programs to uphold service excellence while ensuring compliance with auditable training standards /p /lilipLead projects related to improvements and changes within Global Patient Care to meet evolving business needs /p /li /ulpbCustomer Experience Operational Excellence: /b /pullipEstablish and continuously improve a global training and service quality framework to deliver consistent, high-standard customer and patient experiences /p /lilipDefine and implement operational standards to ensure excellence in Training and Service Quality across all regions /p /lilipImplement a robust quality monitoring framework for external Customer Support operations /p /lilipUtilize customer satisfaction metrics, feedback, and operational data to identify trends and improvement areas /p /li /ulpbTraining Program Design and Delivery: /b /pullipLead the development and execution of training programs tailored to enhance competencies of frontline teams and specialists /p /lilipEnsure training initiatives align with global service delivery objectives and support achievement of organizational KPIs /p /lilipWork with external partners to define and implement global training standards /p /li /ulpbQuality Assurance Compliance: /b /pullipImplement a robust quality assurance framework to monitor and improve interactions with patients and customers /p /lilipEnsure compliance with global standards for CRM systems, contact center operations, and regulatory requirements /p /lilipReport directly to GPC Leadership to guarantee consistent, high-standard experiences while supporting delivery of Roche's innovative products and digital solutions /p /li /ulpbKPI Management Analysis: /b /pullipTrack, analyze, and report key performance indicators related to training effectiveness and service quality /p /lilipProvide actionable insights to leadership teams and regional operations to drive continuous improvement /p /li /ulpbTeam Leadership Development: /b /pullipFoster a culture of excellence, inclusivity, and collaboration while driving team and individual performance /p /lilipLead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader; set clear goals, provide continuous guidance, motivation, coaching, and feedback /p /lilipCultivate an inspiring, inclusive team environment that promotes diversity and cross-functional collaboration; overcome multi-location challenges proactively /p /lilipEnable exceptional customer service while optimizing efficiency and effectiveness; strive for continuous improvement in all areas of Customer Care /p /lilipDrive talent acquisition and hiring processes; focus on retention by maintaining low attrition and providing a positive work environment /p /lilipProvide proactive feedback, coaching, performance evaluations, and support compensation reviews; contribute to succession planning and talent management /p /lilipManage employee performance, address conflicts, and implement performance improvement plans as necessary; ensure adherence to HR and compliance policies /p /li /ulpbStakeholder Collaboration: /b /pullipCollaborate with regional Customer Support hubs, Business Implementation Specialists, and other Support Functions to identify training needs and quality assurance opportunities /p /lilipProvide insights that inform decision-making and promote strategic alignment across regions /p /lilipSupport Supplier Operation Manager in planning, managing, and controlling business processes related to external Partner Management /p /li /ulpbYour Experience Skills /b /ppbRequired: /b /pullipUniversity Degree/Bachelor's or equivalent postgraduate qualification /p /lilipMinimum 3–5 years in Customer Care Management, Training Management, Quality Management, or related roles in a regulated environment /p /lilipProven excellent people management and coaching skills with a VACC leadership mindset /p /lilipProven experience implementing global training and QA frameworks in a multi-regional context /p /lilipAbility to understand, explain, follow, and enforce SOPs, Contact Center KPIs, and protocols /p /lilipExperience leading, inspiring, and developing high-performing teams while managing operations during strategic transformation /p /lilipProject Management experience, preferably with Agile Methodology knowledge /p /lilipChange Management experience /p /lilipFluent command of English; other languages based on local/regional needs /p /lilipExcellent customer service, communication, and organizational skills /p /lilipAbility to de-escalate and resolve customer complaints effectively /p /lilipExperience building business cases and presenting to stakeholders /p /lilipEffective negotiation skills /p /lilipExperience working with executive stakeholders /p /lilipExcellent IT navigation skills; fast learner of new technologies /p /lilipResult-oriented, customer-centric, service-oriented with a growth mindset; enjoys diverse, inclusive, intercultural environments /p /lilipFlexibility to travel /p /li /ulpbPreferred: /b /pullipExperience in product quality management and compliance /p /lilipSupplier management experience /p /lilipDigital solutions and healthcare industry experience in a contact center /p /lilipKnowledge and expertise in the diabetes therapeutic area and use of technology-based solutions in healthcare /p /li /ulpbWho we are /bbrA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. /ppbrLet’s build a healthier future, together. /ph3Qui nous sommes /h3pUn avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial. /ppConstruisons ensemble un avenir plus sain. /ppbRoche est un employeur offrant l'équité en matière d'emploi. /b /p /p #J-18808-Ljbffr

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