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 mission of the Trainer & Quality Assurance Specialist is to collaborate with local and global colleagues to proactively design, create, and deliver training for both new and existing team members. This role also requires a deep understanding of Global Patient Care processes, as well as quality and regulatory requirements. Additionally, the position involves executing quality assurance activities, which may include representing the department in internal or external audits to ensure compliance and continuous improvement. 

Key responsibilities:

Development of measures for the continuous maintenance or optimization of quality (in cooperation with other departments);

Monitoring in cooperation with the Team Managers/Leaders that the quality of all customer interactions and the documentation corresponds to the standards set and the compliance regulations

Leading activities to increase the quality of the documentation and the soft skills of the advisors

Pro-active training of the Customer Care team members in service quality issues with the involvement of internal and / or external partners as well as discussion of training and quality-related contractual issues with the external service providers as needed

Active contact person for interfaces with regard to quality, knowledge and product launch topics as well as participation in projects and initiatives

Proactive follow-up to ensure that all relevant information (e.g. product launches, quality & safety board notifications) is delivered in good time by the responsible persons, as well as active communication to the entire organization

Participating in and / or leading projects and initiatives within and outside of GPC Organization as needed

Maintenance and continuous further development of the customer services knowledge database in partnership with local and global colleagues

Recipient of “Train the Trainer” training and coordination of the respective training of GCS - Global Customer Support team members as required

Responsible for coordinating and delivering training for new advisors including coordination and delivery of classroom training, phone/chat/other channel side-by-side (buddy up) training, coaching, and monitoring of new advisor training progress and coordination, in conjunction with Team Managers, new advisor training evaluations and coaching

Responsible for Train the Trainer on the external partners ensuring they are accomplishing with all Roche requirements

Creates, reviews and maintains training content and training documentation for job-oriented training.
 

Requirements:

Associate's degree with at least 2 years’ previous industry related experience or an equivalent combination of education and experience

Experience in training and learning management is a plus

Specialized in-depth knowledge and experience in call center operations, good understanding of knowledge management solutions and the specific requirements of a multiskilled, matrix organized contact center, preferred

Experience in quality management and in preparing and representing an organization in an Audit (FDA or other competent authorities) is a plus

Knowledge of complaint handling processes and documentation compliance according to external and internal regulations and guidelines is a plus

Knowledge and expertise in the Products and Digital Solutions commercialized by Roche and the use of technology-based solutions in healthcare is desired

Excellent listening and communication skills

Proactive, customer focused, results oriented, team player

Multi-tasking, agile skills and flexible to adapt to changes 

Always willing to learn and grow with an attitude to go beyond (with humble attitude)

Proven ability to make quick and effective independent decisions

Quick comprehension and willingness to take responsibility, works with autonomy and flexibility

Strong organization and planning skills

Effective problem-solving skills

Efficient and effective oral and written communication skills

Role model in IT navigation skills – fast learner in new technologies

Flexibility to travel

Fluent spoken and written in English and potentially other languages based on local/regional needs

Excellent presentation and public speaking skills

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.