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 integral 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.

Roche is an Equal Opportunity Employer.

📌 GPC Training and Service Quality Lead (Madrid)
🏢 Roche
📍 Madrid