GPC Training and Service Quality Lead

About the role

The Training and Service Quality Lead for Global Patient Care (GPC) leads a team of Training and Service Quality Specialists within Roche Diagnostics' customer support network. Based in Sant Cugat, Spain, the role reports to the GPC Support Lead and works with GPC leadership to design training programs and quality assurance frameworks that deliver consistent, patient-centred care.

Key responsibilities

• Develop training and service quality programs with regional Customer Support hubs and Business Implementation Specialists, and lead improvement projects in Global Patient Care
• Set operational standards and a quality monitoring framework for external Customer Support, using customer satisfaction metrics and feedback
• Design and run training programs for frontline teams and specialists, working with external partners on global training standards
• Implement a quality assurance framework covering CRM systems, contact center operations and regulatory compliance
• Track, analyse and report KPIs on training effectiveness and service quality, giving leadership actionable insights
• Lead the team as a VACC leader: coach, motivate, evaluate performance, manage conflicts, support hiring and retention, and contribute to succession planning
• Collaborate with regional hubs, support functions and the Supplier Operation Manager, and support the Supplier Operation Manager in managing partner processes

Required profile

• University degree or equivalent postgraduate qualification
• 3-5 years in Customer Care Management, Training Management, Quality Management or similar roles in a regulated environment
• Proven experience implementing global training and QA frameworks in a multi-regional context
• Experience leading teams through strategic transformation and managing operations
• Fluent English; other languages depending on local/regional needs

Required skills

• People management and coaching, with a VACC leadership mindset
• SOPs, Contact Center KPIs and protocols
• Project management, preferably with Agile methodology; change management
• Building business cases, negotiation and stakeholder management
• Preferred: product quality management and compliance, supplier management, digital solutions and healthcare contact center experience, and diabetes therapeutic area knowledge