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The Position
GPC Training and Service Quality Lead
Department: Integral 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 re
📌 GPC Training and Service Quality Lead (San Cugat del Vallés)
🏢 Roche
📍 San Cugat del Vallés
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