OverviewHaga clic en "Solicitar" a continuación para enviar su candidatura. Asegúrese de que su CV está actualizado y de que ha leído primero las especificaciones del puesto.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.ResponsabilidadesDevelop and refine global training and service quality programs in collaboration with regional hubs and GPC functionsLead projects to enhance General Patient Care to meet evolving business needsEstablish a global framework for training and service quality to ensure consistent experiencesDefine operational standards and implement a robust quality monitoring framework for external Customer SupportUtilize customer feedback and data to identify trends and improvement areasLead the design and delivery of training for frontline teams and specialistsEnsure compliance with global standards for CRM,



contact center operations, and regulatory requirementsTrack and report KPI-related training effectiveness and service quality, providing actionable insightsFoster an inclusive, high-performance team culture and manage talent, performance, and developmentRequisitos principalesUniversity Degree/Bachelor's or equivalent postgraduate qualification3–5 years in Customer Care Management, Training Management, or Quality Management in a regulated environmentProven people management and coaching skills with a VACC leadership mindsetExperience implementing global training and QA frameworks across multiple regionsAbility to interpret and enforce SOPs, KPIs, and contact center protocolsExperience leading teams through strategic transformation and Agile xhfqzwm project managementChange Management experienceFluent in English; additional languages based on localeStrong customer service, communication, and organizational skillsCapacity to de-escalate complaints and build business cases for stakeholdersExperience collaborating with executive stakeholdersProficiency with IT tools and rapid adoption of new technologiesResults- and customer-centric with a growth mindset; adaptable to diverse, intercultural environmentsWillingness to travelpeople managementcoachingcross-functional collaborationAgile MethodologyQuality Assurance frameworksSOP compliance

📌 Gpc Training And Service Quality Lead - Roche (Barcelona)
🏢 Jobrapido
📍 Barcelona