Training & Service Quality Specialist

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

​The mission of the GPC Training & Service Quality Specialist is to collaborate with local and global colleagues to design and deliver comprehensive training for both new and existing team members. This role is also responsible for executing Service Quality Assurance in line with the GPC Training and Quality Framework involving case, channel and documentation reviews, to ensure that customer interactions meet established GPC standards. While maintaining awareness of the regulated environment, the focus is on driving continuous improvement in advisor performance, soft skills, and documentation accuracy.

Responsibilities:

• Develop measures for continuous service quality optimization and monitor customer interactions and documentation against set GPC quality standards and service guidelines.

• Lead activities for soft skills coaching and documentation quality through regular feedback, and provide proactive training on service quality issues and concepts to close identified gaps.

• Maintain and further develop the customer services knowledge database in partnership with local and global colleagues.

• Ensure all relevant information (e.g., product launches, quality notifications) is delivered and communicated to the organization in a timely manner.

• Act as an active contact person for quality, knowledge, and product launch topics, and participate in GPC projects and initiatives.

• Coordinate training for internal and external team members, including acting as the recipient of “Train the Trainer” instruction and delivering classroom and side-by-side onboarding for new advisors.

• Manage the "Train the Trainer" process for external partners, including their formal certification, and create, review, and maintain job-oriented training content and documentation.

Who You Are

• Education and Core Experience: A bachelors Degree is required with at least 3 years’ industry-related experience.

• Operational Expertise: Requires specialized, in-depth knowledge of call center operations, experience in Training and Learning Management, and a good understanding of knowledge management solutions specific to a multiskilled, matrix organized contact center.

• Compliance and Technical Aptitude: Understanding of documentation compliance within a medical environment, along with the ability to be a role model in IT navigation and a fast learner of new technologies and support tools.

• Communication Skills: Excellent listening, communication, and presentation skills are necessary, including fluent spoken and written English.

• Behavioral Traits: The candidate must be proactive, results-oriented, a strong team-player, agile and flexible, and possess strong organization and planning skills to work autonomously.

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.