Training & Service Quality Specialist at Roche

Sant Cugat del Vallès, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

17 Jul, 26

Salary

0.0

Posted On

18 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call center operations, Service quality assurance, Training delivery, Coaching, Knowledge management, Documentation compliance, Communication skills, Presentation skills, Soft skills, Learning management systems, Customer support, Project management, Agile methodology, IT navigation, Relationship management, Quality framework

Industry

Biotechnology Research

Description

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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.

Responsibilities

The specialist will design and deliver training programs while monitoring customer interactions to ensure adherence to global service quality standards. They will also manage knowledge databases and provide targeted coaching to advisors to improve documentation accuracy and soft skills.