GPC Training and Service Quality Lead

About the role

The GPC Training and Service Quality Lead is responsible for shaping service excellence across Roche Diagnostics' global customer support network. Reporting to the GPC Support Lead, you will lead a team of specialists to develop training programs and quality frameworks that ensure consistent, patient‑centered care.

Key responsibilities

• Identify training and service quality improvement opportunities in collaboration with regional hubs and GPC functions.
• Design, enhance, or discontinue training and quality programs to meet evolving business needs and regulatory standards.
• Lead projects that drive improvements within Global Patient Care.
• Establish and continuously improve a global training and service quality framework.
• Define and implement operational standards for 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.
• Lead the development and delivery of training programs for frontline teams and specialists.
• Work with external partners to define and implement global training standards.

Required profile

• Proven experience leading training and quality initiatives in a global, customer‑focused environment.
• Strong collaboration skills with regional and cross‑functional teams.
• Ability to translate data insights into actionable improvement plans.
• Commitment to compliance with regulatory and auditable training standards.

Required skills