GPC Trainer & Quality Assurance Lead

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 Training and Quality Assurance Lead for Global Patient Care (GPC) plays a pivotal role in shaping service excellence across Roche Diagnostics’ customer support network. By leading a dedicated team of Trainer and Quality Specialists, this role ensures the development and implementation of robust training programs and quality assurance frameworks that enable consistent, high-quality, patient-centered care.

Collaborating closely with GPC leadership, the Training and QA Lead drives strategies that enhance skill development, align with global service standards, and foster a culture of continuous improvement while ensuring compliance with regulatory and quality standards . Through effective leadership and data-driven insights, this role strengthens the quality and efficiency of interactions with patients and customers, advancing Roche’s mission to deliver transformative healthcare solutions.

Key Accountabilities

Identify training and quality improvement opportunities by collaborating with regional Customer Support hubs, Business Implementation Specialists and other Global Patient Care Functions, as well as Leadership functions, to ensure services evolve with business needs. This includes designing, enhancing, or discontinuing training and quality programs to uphold service excellence while ensuring compliance with training standards subject to audits. Reporting directly to the GPC Leadership Team, this role guarantees a consistent, high-standard experience for patients and customers, supporting the delivery of Roche’s innovative products and digital solutions with a strong focus on patient-centered care.

Customer Experience & Operational Excellence:

• Establish and continuously improve a global training and quality framework to deliver a consistent, high-standard customer and patient experience
• Define and implement operational standards to ensure excellence in Training and Quality across all regions
• Support/Lead projects related to the improvements and changes on the Global Patient Care to meet evolving business needs
  
  

Training Program Design and Delivery:

• Lead the development and execution of training programs tailored to enhance the competencies of frontline teams and specialists
• Ensure training initiatives align with global service delivery objectives and support the achievement of organizational KPIs
• Work with external partners to define and implement global trainings standards
• 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
  
  

Quality Assurance and Framework Compliance:

• Implement a robust quality assurance framework to monitor and improve interactions with patients and customers
• Ensure compliance with global standards for CRM systems, contact center operations, and regulatory requirements
  
  

KPI Management and Analysis:

• Track, analyze, and report key performance indicators related to training effectiveness and service quality
• Provide actionable insights to leadership teams and regional operations to drive continuous improvement
  
  

Team Leadership and Development:

• Foster a culture of excellence, inclusivity, and collaboration while driving team and individual performance;
• Lead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader and role model. Set clear goals for individuals and the team, providing continuous guidance, motivation, coaching, and feedback. Challenge and develop employees to maximize their potential, boosting team productivity and efficiency;
• Cultivate an inspiring and inclusive team environment that promotes diversity and openness. Avoid silo thinking and encourage cross-functional and cross-team collaboration, overcoming the challenges of a multi-location setup as necessary;
• Enable and participate in cross-team and cross-functional collaboration, fostering synergies and creating a cohesive approach to problem-solving and service delivery;
• Ensure that the team delivers exceptional customer service while optimizing efficiency and effectiveness in all areas of Customer Care. Strive for continuous improvement to maintain service excellence;
• Drive the talent acquisition and hiring process, ensuring the selection of top talent when new team members are required. Focus on retaining talent by maintaining low attrition levels and providing a positive work environment;
• Establish and maintain a customer care operating model in your assigned area. Implement and harmonize service standards to meet customer expectations and exploit operational synergies;
• Provide proactive feedback and coaching to team members, helping them grow and succeed. Offer performance evaluations, support compensation reviews, and contribute to succession planning and talent management;
• Manage employee performance, addressing conflicts, and implementing performance improvement plans when necessary. Ensure team members adhere to all HR and compliance policies, fostering a culture of integrity and accountability
  
  

Stakeholder Collaboration:

• Collaborate with regional Customer Support hubs, Business Implementation Specialists and other Support Functions to identify training needs and quality assurance opportunities, ensuring services are aligned with evolving business and patient care requirements
• Provide insights that inform decision-making and promote strategic alignment across regions
• Support Supplier Operation Manager to plan, manage and control business processes related to external Partner Management
  
  
  

Who You Are
We’re looking for an experienced leader with a proven track record in customer care training and quality management. If you have a passion for delivering impactful patient care and the skills to lead in a complex, regulated environment, we’d love to hear from you!

• University Degree/Bachelor or equivalent postgraduate qualification
• Minimum 3-5 years in Customer Care Management, Training Management, Quality Management, or related roles in a regulated environment
• Proven excellent people management and coaching skills with a VACC leadership mindset and the ability to build effective teams and enhance development;
• Proven experience implementing global training and QA frameworks in a multi-regional context
• Ability to understand, explain, follow and enforce SOPs, Contact-Center KPIs and protocols, preferably with experience in the field of product quality management and compliance;
• Experience leading, inspiring, and developing high-performing teams; skilled in managing operations while navigating strategic transformation
• Experience in supplier management preferred;
• Project Management experience, preferably good knowledge of Agile Methodology;
• Change Management experience
• Language skills: A fluent command of English and potentially other languages based on local/regional needs;
• Experience with digital solutions and healthcare industry in a contact center desired;
• Excellent customer service, communication and organizational skills;
• Ability to de-escalate and resolve customer’s complaints in an effective manner;
• Experience building business cases and presenting to stakeholders;
• Effective negotiation skills;
• Experience working with executive stakeholders;
• Result oriented, customer centric, service oriented, driver of change with a growth mindset enjoying a diverse, inclusive and intercultural environment;
• Knowledge and expertise in the diabetes therapeutic area and the use of technology-based solutions in healthcare desired;
• Excellent IT navigation skills – Fast learner in new technologies is a must;
• Flexibility to travel
  
  

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.