Gpc Training And Service Quality Lead

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La positionGPC Training and Service Quality LeadDepartment: Global Patient Care (GPC)Area: Global Customer Support (GCS)Reports to: GPC Support LeadLocation: Sant Cugat, SpainAbout the RoleThe 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 ResponsibilitiesStrategic 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 needsCustomer 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 areasTraining 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 standardsQuality 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 solutionsKPI 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 improvementTeam 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-locationchallenges 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 policiesStakeholder 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 i