Quality Assurance Specialist - San Jose, Costa Rica

Job description

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 PositionA healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. To create a world where we all have more time with the people we love. That’s what makes us Roche. As a Quality Assurance Specialist, you will be Roche's focal point for driving quality excellence, overseeing RSS Finance and Procurement Support operations, and promoting continuous improvement and compliance across multiple business areas. About the opportunity: Conduct QA evaluations of recorded calls, chat interactions, and tickets across D2P-T&E-GFS programs using standardized scoring criteria. Evaluate agent compliance with service standards, scripts, and knowledge management protocols, while mediating QA disputes and technical inquiries. Analyze Voice of Customer (CSAT) data and overall metrics to deliver actionable insights and strategic recommendations to Operations leadership. Develop and deliver comprehensive QA training programs for new hires and Focus Group evaluators. Present overall quality metrics, maintain real-time global dashboards, and escalate critical issues or customer complaints to leadership. Manage and maintain QA systems and documentation with regular updates and reviews. Lead strategic ad-hoc projects aimed at identifying improvement opportunities and driving operational excellence. Conduct regular Governance Calls with key stakeholders to align on quality priorities and strategic initiatives. Who you are: Professional with solid experience in operational quality assurance and multi-channel monitoring (calls, chats, and tickets). Proven ability to analyze customer satisfaction feedback (CSAT) and translate insights into actionable operational improvements. Skilled in developing and delivering QA training programs to enhance evaluator and team performance. Proficient in performance metrics management and maintaining real-time global reporting dashboards. Strong background in managing QA systems, maintaining documentation, and ensuring process compliance. Experienced in resolving QA disputes and driving calibration processes to maintain evaluation consistency. Analytical mindset with a strong focus on governance and leading stakeholder alignment meetings. Autonomous worker capable of driving strategic ad-hoc initiatives for continuous improvement. Excellent verbal and written communication skills to present insights and escalate critical issues to leadership. Problem-solving mindset dedicated to global standardization, compliance, and quality excellence. - Bachelor’s degree - Advanced English proficiency (fluent for conversational, written, and global meeting environments). - Availability to work in a hybrid work model. Who we areA 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.