GPC Training and Service Quality Lead
3 days ago
Sant Cugat del Vallès
ppAt Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. /p h3GPC Training and Service Quality Lead /h3 pbDepartment: /b Global Patient Care (GPC) /p pbArea: /b Global Customer Support (GCS) /p pbReports to: /b GPC Support Lead /p pbLocation: /b Sant Cugat, Spain /p h3About The Role /h3 pThe 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. /p pCollaborating 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. /p h3Your Responsibilities /h3 bStrategic Program Development /b ul liIdentify 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 /li liDesign, enhance, or discontinue training and quality programs to uphold service excellence while ensuring compliance with auditable training standards /li liLead projects related to improvements and changes within Global Patient Care to meet evolving business needs /li /ul bCustomer Experience Operational Excellence /b ul liEstablish and continuously improve a global training and service quality framework to deliver consistent, high-standard customer and patient experiences /li liDefine and implement operational standards to ensure excellence in Training and Service Quality across all regions /li liImplement a robust quality monitoring framework for external Customer Support operations /li liUtilize customer satisfaction metrics, feedback, and operational data to identify trends and improvement areas /li /ul bTraining Program Design and Delivery /b ul liLead the development and execution of training programs tailored to enhance competencies of frontline teams and specialists /li liEnsure training initiatives align with global service delivery objectives and support achievement of organizational KPIs /li liWork with external partners to define and implement global training standards /li /ul bQuality Assurance Compliance /b ul liImplement a robust quality assurance framework to monitor and improve interactions with patients and customers /li liEnsure compliance with global standards for CRM systems, contact center operations, and regulatory requirements /li liReport directly to GPC Leadership to guarantee consistent, high-standard experiences while supporting delivery of Roche's innovative products and digital solutions /li /ul bKPI Management Analysis /b ul liTrack, analyze, and report key performance indicators related to training effectiveness and service quality /li liProvide actionable insights to leadership teams and regional operations to drive continuous improvement /li /ul bTeam Leadership Development /b ul liFoster a culture of excellence, inclusivity, and collaboration while driving team and individual performance /li liLead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader; set clear goals, provide continuous guidance, motivation, coaching, and feedback /li liCultivate an inspiring, inclusive team environment that promotes diversity and cross-functional collaboration; overcome multi-location challenges proactively /li liEnable exceptional customer service while optimizing efficiency and effectiveness; strive for continuous improvement in all areas of Customer Care /li liDrive talent acquisition and hiring processes; focus on retention by maintaining low attrition and providing a positive work environment /li liProvide proactive feedback, coaching, performance evaluations, and support compensation reviews; contribute to succession planning and talent management /li liManage employee performance, address conflicts, and implement performance improvement plans as necessary; ensure adherence to HR and compliance policies /li /ul bStakeholder Collaboration /b ul liCollaborate with regional Customer Support hubs, Business Implementation Specialists, and other Support Functions to identify training needs and quality assurance opportunities /li liProvide insights that inform decision-making and promote strategic alignment across regions /li liSupport Supplier Operation Manager in planning, managing, and controlling business processes related to external Partner Management /li /ul h3Your Experience Skills /h3 bRequired /b ul liUniversity Degree/Bachelor's or equivalent postgraduate qualification /li liMinimum 3–5 years in Customer Care Management, Training Management, Quality Management, or related roles in a regulated environment /li liProven excellent people management and coaching skills with a VACC leadership mindset /li liProven experience implementing global training and QA frameworks in a multi-regional context /li liAbility to understand, explain, follow, and enforce SOPs, Contact Center KPIs, and protocols /li liExperience leading, inspiring, and developing high-performing teams while managing operations during strategic transformation /li liProject Management experience, preferably with Agile Methodology knowledge /li liChange Management experience /li liFluent command of English; other languages based on local/regional needs /li liExcellent customer service, communication, and organizational skills /li liAbility to de-escalate and resolve customer complaints effectively /li liExperience building business cases and presenting to stakeholders /li liEffective negotiation skills /li liExperience working with executive stakeholders /li liExcellent IT navigation skills; fast learner of new technologies /li liResult-oriented, customer-centric, service-oriented with a growth mindset; enjoys diverse, inclusive, intercultural environments /li liFlexibility to travel /li /ul bPreferred /b ul liExperience in product quality management and compliance /li liSupplier management experience /li liDigital solutions and healthcare industry experience in a contact center /li liKnowledge and expertise in the diabetes therapeutic area and use of technology-based solutions in healthcare /li /ul h3Who We Are /h3 pA 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. /p pLet’s build a healthier future, together. /p pRoche is an Equal Opportunity Employer. /p /p #J-18808-Ljbffr