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La position

GPC Training and Service Quality Lead

Department: Global Patient Care (GPC)
Area: General 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 Integral 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 performa

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