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Customer Services TrainerApply locations Sant Cugat del Vallès time type Full time posted on Posted Yesterday job requisition id 202507-117386
At 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.
The Position
Who we are
A 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.
Let’s build a healthier future, together.
The mission of the Trainer & Quality Assurance Specialist is to collaborate with local and global colleagues to proactively design, create, and deliver training for both new and existing team members. This role also requires a deep understanding of Global Patient Care processes, as well as quality and regulatory requirements. Additionally, the position involves executing quality assurance activities, which may include representing the department in internal or external audits to ensure compliance and continuous improvement.
The Opportunity
* Lead and support quality improvement initiatives by developing measures to maintain or optimize service quality, including enhancing documentation standards and advisor soft skills, in close collaboration with other departments.
* Monitor and ensure compliance of customer interactions and documentation with internal quality standards and regulatory requirements, working closely with Team Managers and Leaders.
* Design, coordinate, and deliver comprehensive training programs for both new and existing advisors, including classroom sessions, buddy-up training, coaching, and progress evaluations — as well as managing "Train the Trainer" activities for internal teams and external partners.
* Actively manage and evolve the knowledge base used by customer service teams, ensuring alignment with local and global standards and incorporating updates related to products, processes, and quality initiatives.
* Serve as a key quality and knowledge liaison across departments and projects, ensuring timely communication of critical information (e.g., product launches, safety updates) and participating in or leading cross-functional initiatives.
Who you are
* Associated Degree with at least 2 years’ previous industry related experience or an equivalent combination of education and experience;
* Experience in training and learning management is a plus;
* Specialized in-depth knowledge and experience in call center operations, good understanding of knowledge management solutions and the specific requirements of a multiskilled, matrix organized contact center, preferred;
* Knowledge of complaint handling processes and documentation compliance according to external and internal regulations and guidelines is a plus;
* Knowledge and expertise in the Products and Digital Solutions commercialized by Roche and the use of technology-based solutions in healthcare is desired
Location
Sant Cugat del Vallès, Barcelona (Hybrid model)
Who we are
A 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.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
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