Training & Service Quality Specialist (Buenos Aires)
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- Buenos Aires
- Permanente
- Tiempo completo
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.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 service
guidelines.- 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 global 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 qualified
and 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 adaptable 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 sindEine 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.
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