Overview

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 global 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 integral training and QA frameworks across multiple regions

Ability to interpret and enforce SOPs, KPIs, and contact center protocols

Experience leading teams through 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