GPC Trainer & Quality Assurance Lead
Emploi Malaisie
Opportunité de Carrière : GPC Trainer & Quality Assurance Lead chez Roche
Roche, acteur majeur dans le domaine de la santé, propose un poste clé dans la région de Petaling Jaya, Selangor, en Malaisie, pour un GPC Trainer & Quality Assurance Lead. Cette fonction centrale s’inscrit dans l’engagement de Roche de transformer les soins de santé grâce à un modèle centré sur le patient et à un service clientèle de qualité.
Description du Poste
Environnement de Travail : Chez Roche, chaque individu est valorisé pour ses qualités uniques, promouvant ainsi l’expression personnelle et les interactions authentiques. Cette culture d’entreprise vise à créer un espace où chaque voix compte. Le rôle de Training and Quality Assurance Lead pour le Global Patient Care (GPC) est donc essentiel pour garantir l’excellence des services au sein du réseau d’assistance clientèle de Roche Diagnostics.
Responsabilités Principales :
- Analyse des Opportunités de Formation et d’Amélioration : Identifier, en collaboration avec les fonctions de support et de leadership, les besoins en formation afin de faire évoluer les services en réponse aux exigences commerciales.
- Création de Programmes de Formation : Concevoir des initiatives de formation alignées avec les objectifs globaux et les indicateurs de performance de l’organisation.
- Assurance Qualité : Mettre en place un cadre rigoureux de contrôle de la qualité pour surveiller et améliorer les interactions avec les clients.
- Analyse des Performances : Suivre, analyser et rapporter les indicateurs clés de performance liés à la qualité et à l’efficacité de la formation.
- Leadership d’Équipe : Favoriser une culture de collaboration et d’excellence au sein des équipes, tout en jouant un rôle de mentor dans le développement personnel des collaborateurs.
- Collaboration avec les Parties Prenantes : Travailler en étroite collaboration avec divers hubs de support pour s’assurer que les services répondent aux exigences évolutives.
Profil Recherché
Compétences & Expériences : Roche recherche un leader expérimenté ayant une solide expérience dans la gestion de la qualité et des programmes de formation. Les candidats doivent avoir :
- Une formation universitaire ou un diplôme équivalent.
- 3 à 5 ans d’expérience dans des rôles similaires, de préférence dans un environnement réglementé.
- Des compétences avérées en gestion d’équipe et en coaching, avec une approche VACC (Visionnaire, Architecte, Catalyseur, Coach).
- Une expérience dans la mise en œuvre de cadres de formation et d’assurance qualité à une échelle régionale.
- Une maîtrise de l’anglais, et éventuellement d’autres langues selon les besoins locaux.
Les candidats doivent également démontrer une facilité à naviguer dans les technologies de santé numérique et à résoudre des problèmes de manière efficace dans des environnements multiculturels.
Conclusion
Cette opportunité au sein de Roche est un appel à ceux qui souhaitent participer à la transformation des soins de santé à l’échelle mondiale tout en faisant partie d’une culture inclusive et respectueuse. Roche offre un salaire compétitif et un environnement de travail stimulant, avec la promesse de contribuer à un avenir plus sain pour tous.
📅 Date de publication de l’offre : Sat, 17 May 2025 22:33:09 GMT
🏢 Entreprise :
📍 Lieu : Petaling Jaya, Selangor
💼 Intitulé du poste : GPC Trainer & Quality Assurance Lead
💶 Rémunération proposée :
📝 Description du poste : 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 Position The Training and Quality Assurance Lead for Global Patient Care (GPC) plays a pivotal role in shaping service excellence across Roche Diagnostics’ customer support network. By leading a dedicated team of Trainer and Quality Specialists, this role ensures the development and implementation of robust training programs and quality assurance frameworks that enable consistent, high-quality, patient-centered care. Collaborating closely with GPC leadership, the Training and QA Lead drives strategies that enhance skill development, align with global service standards, and foster a culture of continuous improvement while ensuring compliance with regulatory and quality standards . Through effective leadership and data-driven insights, this role strengthens the quality and efficiency of interactions with patients and customers, advancing Roche’s mission to deliver transformative healthcare solutions. Key Accountabilities Identify training and quality improvement opportunities by collaborating with regional Customer Support hubs, Business Implementation Specialists and other Global Patient Care Functions, as well as Leadership functions, to ensure services evolve with business needs. This includes designing, enhancing, or discontinuing training and quality programs to uphold service excellence while ensuring compliance with training standards subject to audits. Reporting directly to the GPC Leadership Team, this role guarantees a consistent, high-standard experience for patients and customers, supporting the delivery of Roche’s innovative products and digital solutions with a strong focus on patient-centered care. Customer Experience & Operational Excellence: Establish and continuously improve a global training and quality framework to deliver a consistent, high-standard customer and patient experience Define and implement operational standards to ensure excellence in Training and Quality across all regions Support/Lead projects related to the improvements and changes on the Global Patient Care to meet evolving business needs Training Program Design and Delivery: Lead the development and execution of training programs tailored to enhance the competencies of frontline teams and specialists Ensure training initiatives align with global service delivery objectives and support the achievement of organizational KPIs Work with external partners to define and implement global trainings standards Implement a robust quality monitoring framework for external Customer Support operations Utilize customer satisfaction metrics, feedback, and operational data to identify trends and improvement areas Quality Assurance and Framework Compliance: Implement a robust quality assurance framework to monitor and improve interactions with patients and customers Ensure compliance with global standards for CRM systems, contact center operations, and regulatory requirements KPI Management and Analysis: Track, analyze, and report key performance indicators related to training effectiveness and service quality Provide actionable insights to leadership teams and regional operations to drive continuous improvement Team Leadership and Development: Foster a culture of excellence, inclusivity, and collaboration while driving team and individual performance; Lead by example as a VACC (Visionary, Architect, Catalyst, Coach) leader and role model. Set clear goals for individuals and the team, providing continuous guidance, motivation, coaching, and feedback. Challenge and develop employees to maximize their potential, boosting team productivity and efficiency; Cultivate an inspiring and inclusive team environment that promotes diversity and openness. Avoid silo thinking and encourage cross-functional and cross-team collaboration, overcoming the challenges of a multi-location setup as necessary; Enable and participate in cross-team and cross-functional collaboration, fostering synergies and creating a cohesive approach to problem-solving and service delivery; Ensure that the team delivers exceptional customer service while optimizing efficiency and effectiveness in all areas of Customer Care. Strive for continuous improvement to maintain service excellence; Drive the talent acquisition and hiring process, ensuring the selection of top talent when new team members are required. Focus on retaining talent by maintaining low attrition levels and providing a positive work environment; Establish and maintain a customer care operating model in your assigned area. Implement and harmonize service standards to meet customer expectations and exploit operational synergies; Provide proactive feedback and coaching to team members, helping them grow and succeed. Offer performance evaluations, support compensation reviews, and contribute to succession planning and talent management; Manage employee performance, addressing conflicts, and implementing performance improvement plans when necessary. Ensure team members adhere to all HR and compliance policies, fostering a culture of integrity and accountability Stakeholder Collaboration: Collaborate with regional Customer Support hubs, Business Implementation Specialists and other Support Functions to identify training needs and quality assurance opportunities, ensuring services are aligned with evolving business and patient care requirements Provide insights that inform decision-making and promote strategic alignment across regions Support Supplier Operation Manager to plan, manage and control business processes related to external Partner Management Who You Are We’re looking for an experienced leader with a proven track record in customer care training and quality management. If you have a passion for delivering impactful patient care and the skills to lead in a complex, regulated environment, we’d love to hear from you! University Degree/Bachelor or equivalent postgraduate qualification Minimum 3-5 years in Customer Care Management, Training Management, Quality Management, or related roles in a regulated environment Proven excellent people management and coaching skills with a VACC leadership mindset and the ability to build effective teams and enhance development; Proven experience implementing global training and QA frameworks in a multi-regional context Ability to understand, explain, follow and enforce SOPs, Contact-Center KPIs and protocols, preferably with experience in the field of product quality management and compliance; Experience leading, inspiring, and developing high-performing teams; skilled in managing operations while navigating strategic transformation Experience in supplier management preferred; Project Management experience, preferably good knowledge of Agile Methodology; Change Management experience Language skills: A fluent command of English and potentially other languages based on local/regional needs; Experience with digital solutions and healthcare industry in a contact center desired; Excellent customer service, communication and organizational skills; Ability to de-escalate and resolve customer’s complaints in an effective manner; Experience building business cases and presenting to stakeholders; Effective negotiation skills; Experience working with executive stakeholders; Result oriented, customer centric, service oriented, driver of change with a growth mindset enjoying a diverse, inclusive and intercultural environment; Knowledge and expertise in the diabetes therapeutic area and the use of technology-based solutions in healthcare desired; Excellent IT navigation skills – Fast learner in new technologies is a must; Flexibility to travel Who we are 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.
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