Training & Service Quality Specialist (Buenos Aires)

## Training & Service Quality SpecialistApplylocations: Buenos Airestime type: Full timeposted on: Posted Yesterdayjob requisition id: *************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 PositionThe mission of the GPC Training & Service Quality Specialist is to collaborate with local andglobal colleagues to design and deliver comprehensive training for both new and existing teammembers.This role is also responsible for executing Service Quality Assurance in line withthe GPC Training and Quality Framework involving case, channel and documentation reviews,to ensure that customer interactions meet established GPC standards. While maintainingawareness of the regulated environment, the focus is on driving continuous improvement inadvisor performance, soft skills, and documentation accuracy.**The Opportunity:**● Service Quality Optimization: Develop measures for the continuous maintenance andoptimization 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 serviceguidelines.● Soft Skills Coaching: Lead activities to increase the quality of advisor documentationand soft skills through regular feedback and targeted coaching sessions.● Proactive Training: Train team members on service quality issues and qualityconcepts, involving internal or external partners as needed to close identified gaps.● Interface Participation: Act as an active contact person for quality, knowledge, andproduct launch topics; participate in GPC projects and initiatives.● Information Flow: Ensure all relevant information (e.g., product launches, qualitynotifications) is delivered and communicated to the organization in a timely manner.● Knowledge Management: Maintain and further develop the customer servicesknowledge database in partnership with local and general colleagues.● Training Coordination: Act as the recipient of "Train the Trainer" instruction andcoordinate 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 qualifiedand compliant with all Roche service quality requirements.● Content Maintenance: Create, review, and maintain training content anddocumentation 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 requirementsof a multiskilled, matrix organized contact center.● Experience in Training and Learning Management.● Understanding of documentation compliance within a medical environment, though theprimary 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. #J-*****-Ljbffr Postúlate en Kit Empleo: kitempleo.com.ar/empleo/qjwyd