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The Position

GPC Training and Service Quality Lead

Department: Global Patient Care (GPC)
Area: Global Customer Support (GCS)
Reports to: GPC Support Lead
Location: Sant Cugat, Spain

About the Role

The 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.

Collaborating 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.

Your Responsibilities

Strategic Program Development:

• Identify 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

• 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

Customer Experience & Operational Excellence:

• 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

Training Program Design and Delivery:

• 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

Quality Assurance & Compliance:

• 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

• Report directly to GPC Leadership to guarantee consistent, high-standard experiences while supporting delivery of Roche's innovative products and digital solutions

KPI Management & Analysis:

• 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

Team Leadership & Development:

• Foster a culture of excellence, inclusivity, and collaboration while driving team and individual performance

• Lead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader; set clear goals, provide continuous guidance, motivation, coaching, and feedback

• Cultivate an inspiring, inclusive team environment that promotes diversity and cross-functional collaboration; overcome multi-location challenges proactively

• Enable exceptional customer service while optimizing efficiency and effectiveness; strive for continuous improvement in all areas of Customer Care

• Drive 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

Stakeholder Collaboration:

• Collaborate with regional Customer Support hubs, Business Implementation Specialists, and other Support Functions to identify training needs and quality assurance opportunities

• Provide insights that inform decision-making and promote strategic alignment across regions

• 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

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.

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.