Training & Service Quality Specialist (Buenos Aires)

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt. Die Position The mission of the GPC Training & Service Quality Specialist is to collaborate with local and integral 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. The Opportunity
- 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. Who you are
- 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. Wer wir sind Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern. Gemeinsam können wir eine gesündere Zukunft gestalten. Roche ist ein Arbeitgeber, der die Chancengleichheit fördert. #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.com.ar/empleo/qlvw4