Training & Service Quality Specialist

Description du poste:

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Department: Global Patient Care (GPC)
Area: Global Customer Support (GCS)
Reports to: Global Patient Care Support Lead
Locations: NAM, LATAM, EU, EMEA, APAC

About the Role
The Training & Service Quality Specialist collaborates with local and global colleagues to design and deliver comprehensive training for new and existing team members. This role executes Service Quality Assurance aligned with the GPC Training and Quality Framework through case, channel, and documentation reviews-ensuring customer interactions meet established GPC standards. Operating within a regulated environment, the focus is driving continuous improvement in advisor performance, soft skills, and documentation accuracy.

Your Responsibilities
* Service Quality Optimization: Develop measures for continuous maintenance and optimization of service quality standards
* Monitoring & Review: Monitor customer interactions and documentation (calls, cases, chats) to ensure alignment with GPC quality standards and service guidelines
* Soft Skills Coaching: Lead activities to enhance advisor documentation and soft skills through regular feedback and targeted coaching sessions
* Proactive Training: Train team members on service quality issues and concepts, partnering with internal or external resources to close identified gaps
* Cross-Functional Interface: Serve as a quality, knowledge, and product launch contact; participate in GPC projects and initiatives
* Communication & Coordination: Ensure timely delivery of relevant information (product launches, quality notifications) across the organization
* Knowledge Management: Maintain and develop the customer services knowledge database in partnership with local and global colleagues
* Train-the-Trainer Coordination: Act as recipient of Train-the-Trainer instruction and coordinate rollout for internal and external team members
* Onboarding & Development: Coordinate and deliver training for new advisors, including classroom and side-by-side (buddy-up) sessions
* External Partner Certification: Deliver Train-the-Trainer programs and formally certify external trainers to ensure compliance with Roche service quality requirements
* Content Development: Create, review, and maintain training content and documentation for job-oriented training

Your Experience & Skills
* Associate Degree with minimum 2 years' industry-related experience
* Specialized in-depth knowledge of call center operations
* Understanding of knowledge management solutions and multiskilled, matrix-organized contact center requirements
* Experience in Training and Learning Management systems
* Knowledge of documentation compliance in medical environments (with primary focus on service quality)
* Excellent listening, communication, and presentation skills
* Proactive, results-oriented team player with strong collaborative approach
* Agile and flexible; able to adapt quickly in fast-paced environments
* Strong organization and planning skills with ability to work autonomously
* Proficient IT navigation skills and quick learner of new technologies and support tools
* Fluent in English

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer