SeniorFull TimeEN
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.
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.
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.