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Trainer & Quality Assurance Lead (Customer Care)
hace 2 semanas
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 Global Patient Care Trainer & Quality Assurance Lead (Customer Care) As a science-driven company, we are constantly looking for talent to drive the next wave of healthcare breakthroughs. A key reason why many prospective employees join Roche and choose to stay with us is the calibre of the people who work here. From award-winning scientists with pioneering inventions to top experts and professionals in various fields of study, we attract and retain some of the world's most talented people. In our daily work, we're committed to finding better ways to prevent, diagnose, and monitor disease. The Training and Quality Assurance Lead for Global Patient Care (GPC) plays a pivotal role in driving service excellence across Roche' global customer support network. Leading a team of Trainers and Quality Specialists, this role is responsible for developing and implementing robust training programs and quality frameworks that ensure consistent, high-quality, and patient-centered care. By collaborating closely with GPC leadership and regional Customer Support hubs, as well as Business Implementation and other key global functions, the Lead identifies opportunities to enhance or adapt training and quality initiatives in line with evolving business needs and regulatory standards. Through strategic guidance, data-driven insights, and a strong focus on compliance, the role fosters a culture of continuous improvement while guaranteeing a consistent, high-standard experience for patients and customers. Reporting directly to the GPC Leadership Team, the Training and QA Lead plays a critical part in supporting the successful delivery of Roche's innovative products and digital solutions. The opportunity: Establish and continuously improve a global training and quality framework to ensure a consistent, high-standard customer and patient experience across all regions, while defining and implementing operational standards for excellence in Training and Quality. Lead the development and execution of training programs designed to enhance the competencies of frontline teams and specialists, ensuring alignment with global service delivery objectives and supporting the achievement of organizational KPIs. Work with external partners to define and implement global training standards, while also implementing a robust quality monitoring framework for external Customer Support operations. Utilize customer satisfaction metrics, feedback, and operational data to identify trends and areas for improvement, ensuring continuous alignment with evolving business needs. Implement a quality assurance framework to monitor and improve interactions with patients and customers, ensuring 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, providing actionable insights to leadership teams and regional operations to drive continuous improvement. Manage and develop a 6-person global team, fostering a culture of excellence, inclusivity, and collaboration while setting clear goals, offering continuous guidance, and driving team performance in a multi-location environment. Collaborate with regional Customer Support hubs, Business Implementation Specialists, and other Support Functions to identify training needs and quality assurance opportunities, supporting the overall alignment with evolving business and patient care requirements. Who you are: You must have an experience in scalable BPO Training & Quality Environment. An experienced leader with a proven track record in customer care training and quality management, particularly in complex, regulated environments, with a passion for delivering impactful patient care Hold a University Degree/Bachelor or equivalent postgraduate qualification, with 3-5 years of experience in Customer Care Management, Training Management, Quality Management, or similar roles. Skilled in people management and coaching, demonstrating a VACC leadership mindset to build effective teams, enhance development, and inspire high performance. Have experience implementing global training and quality assurance frameworks within a multi-regional context, with a strong ability to follow, explain, and enforce SOPs, KPIs, and compliance protocols. Experienced in managing operations during strategic transformations, with a focus on driving change, optimizing processes, and enhancing team performance. Familiar with project management and change management, with knowledge of Agile methodologies and a preference for supplier management experience. Fluent in English (additional languages are a plus) and possess excellent communication, organizational, and negotiation skills, with the ability to de-escalate customer complaints effectively and present business cases to executive stakeholders. 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.
