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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. 

As a qualified Trainer & Quality Assurance Specialist, you will:

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.

Who You Are:

Associates 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.

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.