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Petaling Jaya, Selangor, Malaysia
Onsite
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 GPC Training and Service Quality Specialist is to collaborate with local and global colleagues to design and deliver comprehensive training for both new and existing team members. This role is also responsible for executing Service Quality Assurance in line with the GPC Training and Quality Framework involving case, channel and documentation reviews, to ensure that customer interactions meet established GPC standards. While maintaining awareness of the regulated environment, the focus is on driving continuous improvement in advisor performance, soft skills, and documentation accuracy.
Key Accountabilities
● Service Quality Optimization: Develop measures for the continuous maintenance and optimization of service quality standards.
● Monitoring & Review: Monitor customer interactions and documentation (calls, cases, and chats) to ensure they correspond to set GPC quality standards and service guidelines.
● Soft Skills Coaching: Lead activities to increase the quality of advisor documentation and soft skills through regular feedback and targeted coaching sessions.
● Proactive Training: Train team members on service quality issues and quality
concepts, involving internal or external partners as needed to close identified gaps.
● Interface Participation: Act as an active contact person for quality, knowledge, and product launch topics; participate in GPC projects and initiatives.
● Information Flow: Ensure all relevant information (e.g., product launches, quality notifications) is delivered and communicated to the organization in a timely manner.
● Knowledge Management: Maintain and further develop the customer services
knowledge database in partnership with local and global colleagues.
● Training Coordination: Act as the recipient of “Train the Trainer” instruction and coordinate the rollout of training for internal and external team members.
● Onboarding & Side-by-Sides: Coordinate and deliver training for new advisors, including classroom sessions and side-by-side (buddy-up) training/monitoring.
● External Partner Certification: Responsible for Train the Trainer for external partners, including the formal certification of external trainers to ensure they are fully qualified and compliant with all Roche service quality requirements.
● Content Maintenance: Create, review, and maintain training content and documentation for job-oriented training.
Key Skills and Experience
● Associate Degree with at least 2 years’ industry-related experience.
● 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.
● Experience in Training and Learning Management.
● Understanding of documentation compliance within a medical environment, though the primary focus is on service quality.
● Excellent listening, communication, and presentation skills.
● Proactive and results-oriented with a strong team-player attitude.
● Agile and flexible to adapt to changes in a fast-paced environment.
● Strong organization and planning skills with an ability to work autonomously.
● Role model in IT navigation and a fast learner of new technologies and support tools.
● Fluent spoken and written English.
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.
