GPC Training and Service Quality Lead
Department: Global Patient Care (GPC)Area: Global Customer Support (GCS)Reports to: GPC Support LeadLocation: Sant Cugat, Spain
About the Role
The Training and Service Quality Lead for Global Patient Care plays a pivotal role in shaping service excellence across Roche Diagnostics' customer support network. The role leads a dedicated team of Training and Service Quality Specialists, ensuring the development and implementation of robust training programs and quality assurance frameworks that enable consistent, high‑quality, patient‑centered care. The position collaborates closely with GPC leadership to 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.
Your Responsibilities
* Identify training and service quality improvement opportunities by collaborating with regional Customer Support hubs, Business Implementation Specialists, and other GPC functions.
* Design, enhance, or discontinue training and quality programs to uphold service excellence while ensuring compliance with auditable training standards.
* Lead projects related to improvements and changes within Global Patient Care to meet evolving business needs.
* Establish and continuously improve a global training and service quality framework to deliver consistent, high‑standard customer and patient experiences.
* Define and implement operational standards to ensure excellence in Training and Service Quality across all regions.
* Implement a robust quality monitoring framework for external Customer Support operations.
* Utilize customer satisfaction metrics, feedback, and operational data to identify trends and improvement areas.
* Lead the development and execution of training programs tailored to enhance competencies of frontline teams and specialists.
* Ensure training initiatives align with global service delivery objectives and support achievement of organizational KPIs.
* Work with external partners to define and implement global training standards.
* Implement a robust quality assurance framework to monitor and improve interactions with patients and customers.
* Ensure compliance with global standards for CRM systems, contact center operations, and regulatory requirements.
* Track, analyze, and report key performance indicators related to training effectiveness and service quality.
* Provide actionable insights to leadership teams and regional operations to drive continuous improvement.
* Foster a culture of excellence, inclusivity, and collaboration while driving team and individual performance.
* Lead talent acquisition and hiring processes; focus on retention by maintaining low attrition and providing a positive work environment.
* Provide proactive feedback, coaching, performance evaluations, and support compensation reviews; contribute to succession planning and talent management.
* Manage employee performance, address conflicts, and implement performance improvement plans as necessary; ensure adherence to HR and compliance policies.
* Collaborate with regional Customer Support hubs, Business Implementation Specialists, and other Support Functions to identify training needs and quality assurance opportunities.
* Support Supplier Operation Manager in planning, managing, and controlling business processes related to external Partner Management.
Your Experience & Skills Required
* University degree / Bachelor’s or equivalent postgraduate qualification.
* Minimum 3–5 years in Customer Care Management, Training Management, Quality Management, or related roles in a regulated environment.
* Proven excellent people management and coaching skills with a VACC leadership mindset.
* Proven experience implementing global training and QA frameworks in a multi‑regional context.
* Ability to understand, explain, follow, and enforce SOPs, Contact Center KPIs, and protocols.
* Experience leading, inspiring, and developing high‑performing teams while managing operations during strategic transformation.
* Project Management experience, preferably with Agile Methodology knowledge.
* Change Management experience.
* Fluent command of English; other languages based on local/regional needs.
* Excellent customer service, communication, and organizational skills.
* Ability to de‑escalate and resolve customer complaints effectively.
* Experience building business cases and presenting to stakeholders.
* Effective negotiation skills.
* Experience working with executive stakeholders.
* Excellent IT navigation skills; fast learner of new technologies.
* Result‑oriented, customer‑centric, service‑oriented with a growth mindset; enjoys diverse, inclusive, intercultural environments.
* Flexibility to travel.
* Preferred: Experience in product quality management and compliance.
* Supplier management experience.
* Digital solutions and healthcare industry experience in a contact center.
* Knowledge and expertise in the diabetes therapeutic area and use of technology‑based solutions in healthcare.
Roche is an Equal Opportunity Employer.
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