Overview
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As the GPC Training and Service Quality Lead, you will shape service excellence across Roche Diagnostics’ customer support network. You’ll lead a team of Training and Service Quality Specialists to design and implement training and quality frameworks that ensure patient-centered care. Your role connects with GPC leadership to drive integral standards, improve skills, and foster continuous improvement while maintaining regulatory compliance. This is an opportunity to impact patient experiences and support Roche’s mission to deliver transformative healthcare solutions. You will engage cross-functionally to steer strategic initiatives and elevate service quality.
Responsabilidades
Develop and refine global training and service quality programs in collaboration with regional hubs and GPC functions
Lead projects to enhance Global Patient Care to meet evolving business needs
Establish a global framework for training and service quality to ensure consistent experiences
Define operational standards and implement a robust quality monitoring framework for external Customer Support
Utilize customer feedback and data to identify trends and improvement areas
Lead the design and delivery of training for frontline teams and specialists
Ensure compliance with global standards for CRM, contact center operations,



and regulatory requirements
Track and report KPI-related training effectiveness and service quality, providing actionable insights
Foster an inclusive, high-performance team culture and manage talent, performance, and development
Requisitos principales
University Degree/Bachelors or equivalent postgraduate qualification
3–5 years in Customer Care Management, Training Management, or Quality Management in a regulated environment
Proven people management and coaching skills with a VACC leadership mindset
Experience implementing global training and QA frameworks across multiple regions
Ability to interpret and enforce SOPs, KPIs, and contact center protocols
Experience leading teams through xqbhyrx strategic transformation and Agile project management
Change Management experience
Fluent in English; additional languages based on locale
Strong customer service, communication, and organizational skills
Capacity to de-escalate complaints and build business cases for stakeholders
Experience collaborating with executive stakeholders
Proficiency with IT tools and rapid adoption of new technologies
Results- and customer-centric with a growth mindset; adaptable to diverse, intercultural environments
Willingness to travel
people management
coaching
cross-functional collaboration
Agile Methodology
Quality Assurance frameworks
SOP compliance

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