Training & Service Quality Specialist

About the role

The Training & Service Quality Specialist will work with local and global teams to design, deliver and continuously improve training and quality assurance for customer service advisors. The role ensures that all customer interactions meet Roche’s GPC standards while fostering a culture of coaching and knowledge sharing.

Key responsibilities

• Develop and maintain service quality standards and continuous improvement measures.
• Monitor calls, cases and chats to verify compliance with GPC quality guidelines.
• Provide soft‑skill coaching and feedback to advisors.
• Deliver proactive training on quality concepts and close identified performance gaps.
• Act as a contact person for quality, knowledge and product‑launch topics and participate in GPC projects.
• Ensure timely communication of product launches and quality notifications.
• Maintain and enhance the customer‑service knowledge database with global partners.
• Coordinate “Train the Trainer” programs and roll out training for internal and external teams.
• Organise onboarding sessions, classroom training and side‑by‑side (buddy‑up) monitoring for new advisors.
• Certify external trainers to meet Roche service‑quality requirements.
• Create, review and update training content and documentation.

Required profile

• Associate degree with at least 2 years of industry‑related experience.
• In‑depth knowledge of call‑center operations.
• Strong understanding of knowledge‑management processes.

Required skills

What we offer

• Opportunity to work in a global, innovative healthcare environment.
• Collaborative culture that values personal expression and professional growth.