La 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 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

Roche est un employeur offrant l'équité en matière d'emploi.

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📌 GPC Training and Service Quality Lead (San Cugat del Vallés)
🏢 Talent
📍 San Cugat del Vallés