- Sant Cugat del Vallès, Catalonia, Spain
- Manager
- 3–5 years
The Training and Service Quality Lead for Global Patient Care (GPC) plays a pivotal role in shaping service excellence across Roche Diagnostics' customer support network, leading a dedicated team to ensure robust training programs and quality assurance frameworks for patient-centered care.
Responsibilities
- Identify training and service quality improvement opportunities by collaborating with regional Customer Support hubs, Business Implementation Specialists, and other GPC functions to ensure services evolve with business needs
- Design, enhance, or discontinue training and quality programs to uphold service excellence while ensuring compliance with auditable training standards
- Lead projects related to improvements and changes within Global Patient Care to meet evolving business needs
- Establish and continuously improve a global training and service quality framework to deliver consistent, high-standard customer and patient experiences
- Define and implement operational standards to ensure excellence in Training and Service Quality across all regions
Requirements
- University Degree/Bachelor's or equivalent postgraduate qualification
- Nice to have: Product quality management
- Nice to have: Compliance
- Nice to have: Supplier management
- Nice to have: Digital solutions