The Position
The position is responsible for collaborating with local and global colleagues
to proactively create and deliver training for new and existing Customer Care
team members. Also responsible for having an excellent understanding of
Customer Care processes and quality and regulatory requirements including
fulfilling quality assurance activities which could include representing the
department in internal or external audits.
* Development of measures for the continuous maintenance or optimization of quality (in cooperation with other departments)
* Monitoring in cooperation with the Team Managers and Global Training and Quality teams that the quality of all customer interactions and the documentation correspond to the standards set and compliance regulations.
* Initiating activities to increase the quality of the documentation and the soft skills of the advisors.
* Pro-active training of the Customer Care team members in service quality issues with the involvement of internal and / or external partners as well as discussion of training and quality-related contractual issues with the external service providers as needed.
* Active contact person for interfaces with regard to quality, knowledge and product launch topics as well as participation in projects and initiatives
* Proactive follow-up to ensure that all relevant information (e.g. product launches, quality & safety board notifications) is delivered in good time by the responsible persons, as well as active communication to the entire organization.
* Participating in and / or leading projects and initiatives within and outside of Customer Services as needed.
* Maintenance and continuous development of the customer services knowledge database in partnership with local and global colleagues.
* Recipient of "Train the Trainer" training and coordination of the respective training of Customer Care team members as required.
* Responsible for coordinating and delivering training for new advisors including coordination and delivery of classroom training, phone/chat/other channel side-by-side (buddy up) training, coaching, and monitoring of new advisor training progress and coordination, in conjunction with Team Managers, new advisor training evaluations and coaching.
Key skills and Experience:
* Associates Degree with at least 2 years' previous industry related experience or an equivalent combination of education and experience.
* Experience in training and learning management is a plus
* 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, preferred
* Experience in quality management and in preparing and representing an organization in an Audit (FDA or other competent authorities) is a plus
* Knowledge of complaint handling processes and documentation compliance according to external and internal regulations and guidelines is a plus
* Knowledge and expertise in the diabetes therapeutic area and the use of technology-based solutions in healthcare, desired
* Excellent listening and communication skills
* Proactive, customer focused, results oriented, team player
* Multi-tasking, agile skills and flexible to adapt to changes
* Always willing to learn and grow with an attitude to go beyond (with humble attitude)
* Proven ability to make quick and effective independent decisions
* Quick comprehension and willingness to take responsibility, works with autonomy and flexibility
* Strong organization and planning skills
* Effective problem-solving skills
* Efficient and effective oral and written communication skills
* Intermediate computer skills including the ability to do some advanced functions within various software packages including good knowledge of Microsoft Office
* Flexibility to travel
* Fluent spoken and written in English & Arabic
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the
frontiers of healthcare. Working together, we've become one of the world's
leading research-focused healthcare groups. Our success is built on
innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.