Roche UK is seeking a Training & Service Quality Specialist who will focus on improving customer service quality through training and monitoring within a regulated environment. The role is vital for ensuring that customer interactions meet established standards and involves collaboration with both local and global teams
Job Summary
The Training & Service Quality Specialist collaborates to design and deliver comprehensive training for team members and executes Service Quality Assurance through case, channel, and documentation reviews.
This role focuses on driving continuous improvement in advisor performance, soft skills, and documentation accuracy within a regulated environment.
Responsibilities include developing service quality standards, monitoring interactions, providing coaching, and creating/maintaining training content and knowledge databases.
Matching Summary
Match Score: 85
Roche UK is seeking a Training & Service Quality Specialist who will focus on improving customer service quality through training and monitoring within a regulated environment. The role is vital for ensuring that customer interactions meet established standards and involves collaboration with both local and global teams.
Skills & Requirements
Must-have
Service Quality Optimization
Monitoring customer interactions
Soft skills coaching
Knowledge management database
Fluent in English
Nice-to-have
Continuous improvement focus
Agile and flexible
Proactive team player
Key Requirements
Associate Degree with minimum 2 years' industry-related experience
In-depth knowledge of call center operations
Experience in Training and Learning Management systems
Knowledge of documentation compliance in medical environments