# GPC Training and Service Quality Lead at Roche

Roche is hiring a GPC Training and Service Quality Lead. Level rates it Little AI ●○○○; you can [apply on Roche](https://jobsbylevel.com/go/d6acf658-d993-40f4-80a2-3d80cd4c7007?utm_medium=ai-agent).

AI Level 1, AI centrality 32 out of 100. Sant Cugat del Vallès.

## Details

- Company: [Roche](https://jobsbylevel.com/companies/roche)
- AI level: AI Level 1 (score 32 out of 100)
- Location: Sant Cugat del Vallès
- Posted: November 13, 2026
- Apply: https://jobsbylevel.com/go/d6acf658-d993-40f4-80a2-3d80cd4c7007?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=gpc-training-and-service-quality-lead-at-roche-11d6a1

## Description

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 GPC Training and Service Quality Lead Department: Global Patient Care (GPC) Area: Global Customer Support (GCS) Reports to: GPC Support Lead Location: Sant Cugat, Spain About the Role 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 of Training and Service 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, you will drive 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, you will strengthen the quality and efficiency of interactions with patients and customers, advancing Roche's mission to deliver transformative healthcare solutions. Your Responsibilities Strategic Program Development: 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 Customer Experience & Operational Excellence: 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 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 Training Program Design and Delivery: Lead the development and execution of training programs tailored to enhance competencies of frontline teams and specialists Ensure training initiatives align with global service delivery objectives and support achievement of organizational KPIs Work with external partners to define and implement global training standards Quality Assurance & 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 Report directly to GPC Leadership to guarantee consistent, high-standard experiences while supporting delivery of Roche's innovative products and digital solutions KPI Management & 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 & 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; set clear goals, provide continuous guidance, motivation, coaching, and feedback Cultivate an inspiring, inclusive team environment that promotes diversity and

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/gpc-training-and-service-quality-lead-at-roche-11d6a1

Source: https://jobsbylevel.com/jobs/gpc-training-and-service-quality-lead-at-roche-11d6a1

## Cite this page

Level. https://jobsbylevel.com/jobs/gpc-training-and-service-quality-lead-at-roche-11d6a1.

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