Service Delivery Experience - Quality Assurance Expert

at  Roche

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.
That’s what makes us Roche.

WHO YOU ARE

We are looking for someone who is self-motivated, really passionate about his or her job and understands that providing a high-quality service is crucial for the organization. As an ideal team member you are open-minded, dedicated to make a difference and open to constant development.

• Demonstrates extensive knowledge and experience in Finance and procurement, capable of advising on best practices for process quality.
• Holds an IT university bachelor’s degree or equivalent 5 years of experience in IT, contact center, or shared service center, with at least one certification in ITIL v4, Six Sigma, or Agile methodology, and C-level fluency in English.
• Has a minimum of 2 years of experience and in-depth knowledge of quality management system (QMS) procedures.
• Proficient with ServiceNow ticketing tool, Apple and Microsoft operating systems, Google Suite, Microsoft Office products, SAP, SharePoint, and video conferencing systems.
• Exhibits excellent troubleshooting, problem-solving, and customer service skills, with the ability to communicate effectively with both technical and non-technical audiences.

• Define and maintain internal processes and guidelines for daily business operations, addressing redundancies and gaps.
• Collect and analyze performance data from various sources to measure and assess overall IT EXO operations.
• Propose and implement improvement actions, including monthly ticket evaluations and call quality concepts, to enhance security, compliance, communication, and process adherence.
• Ensure workflows and processes are harmonized and documented, with proper training provided, focusing on efficiency, effectiveness, and end user satisfaction.
• Track results and performance against KPIs, analyzing trends and proposing improvements in resource allocation and workforce planning.
• Conduct ongoing support quality reviews and disseminate findings to leadership and the training team for continuous improvement.
• Communicate with global SDX and target audience, planning and delivering regular communication materials, promoting new services, and advertising stakeholder engagement benefits using various channels