Descripción de la oferta
Experteer Overview
As the GPC Training and Service Quality Lead, you will shape service excellence across Roche Diagnostics’ customer support network. You’ll lead a team of Training and Service Quality Specialists to design and implement training and quality frameworks that ensure patient-centered care. Your role connects with GPC leadership to drive global standards, improve skills, and foster continuous improvement while maintaining regulatory compliance. This is an opportunity to impact patient experiences and support Roche’s mission to deliver transformative healthcare solutions. You will engage cross-functionally to steer strategic initiatives and elevate service quality.
Compensaciones / Beneficios
• Develop and refine global training and service quality programs in collaboration with regional hubs and GPC functions
• Lead projects to enhance Global Patient Care to meet evolving business needs
• Establish a global framework for training and service quality to ensure consistent experiences
• Define operational standards and implement a robust quality monitoring framework for external Customer Support
• Utilize customer feedback and data to identify trends and improvement areas
• Lead the design and delivery of training for frontline teams and specialists
• Ensure compliance with global standards for CRM, contact center operations, and regulatory requirements
• Track and report KPI-related training effectiveness and service quality, providing actionable insights
• Foster an inclusive, high-performance team culture and manage talent, performance, and development
Responsabilidades
• University Degree/Bachelor's or equivalent postgraduate qualification
• 3–5 years in Customer Care Management, Training Management, or Quality Management in a regulated environment
• Proven people management and coaching skills with a VACC leadership mindset
• Experience implementing global training and QA frameworks across multiple regions
• Ability to interpret and enforce SOPs, KPIs, and contact center protocols
• Experience leading teams through strategic transformation and Agile project management
• Change Management experience
• Fluent in English; additional languages based on locale
• Strong customer service, communication, and organizational skills
• Capacity to de-escalate complaints and build business cases for stakeholders
• Experience collaborating with executive stakeholders
• Proficiency with IT tools and rapid adoption of new technologies
• Results- and customer-centric with a growth mindset; adaptable to diverse, intercultural environments
• Willingness to travel
Requisitos principales
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