JOB DETAILS

APAC RCSC Service Excellence Specialist (Performance and Development)

CompanyRoche
LocationPetaling Jaya
Work ModeOn Site
PostedJune 17, 2026
About The Company
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI). For more information, please visit https://careers.roche.com Read our community guidelines here: https://www.roche.com/some-guidelines.htm #Roche #Biotechnology #Pharmaceuticals #Diagnostics #Healthcare #PersonalisedHealthcare #GreatPlaceToWork #Innovation
About the Role

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 Opportunity

As the APAC Regional Customer Service Centre (RCSC) Service Excellence Specialist for Performance and Development, you are the quality conscience of our newly established regional hub. Based in Kuala Lumpur, you provide end-to-end oversight across our support operations—ensuring that every customer inquiry and technical case is handled with the highest level of integrity, compliance, and care.

In this vital role, you will:

  • Lead Quality Governance: Drive the strategic execution of quality management practices across the region, ensuring our operations align with both global standards and local regulatory requirements.

  • Oversee Post-Market Compliance: Ensure the timely and accurate documentation of all customer complaints and safety-related cases, acting as the primary point of contact for quality and safety officers across our APAC affiliates.

  • Architect Workforce Performance: Utilize data-driven forecasting and real-time monitoring to optimize hub productivity, ensuring we have the right talent available at the right time to support our customers.

  • Build Future-Ready Capabilities: Lead the onboarding and continuous training of our technical support teams. You will foster a culture of lifelong learning, focusing on everything from technical troubleshooting to advanced "soft skills."

  • Drive Excellence through Analytics: Create sophisticated dashboards and reports using AI and data visualization tools to deliver business insights that improve service efficiency and data integrity.

  • Champion Continuous Improvement: Identify and resolve deviations or non-conformances, turning them into opportunities for systemic improvement and audit readiness.

Who You Are

You are a principled leader with a passion for excellence and the analytical agility to manage complex regulatory landscapes. You believe that quality is a mindset, and you possess the interpersonal skills to influence and coach cross-functional teams toward a common goal.

Your Qualifications:

  • Educational Background: You hold a Bachelor’s or Master’s degree in Life Sciences, Engineering, or a related field.

  • Quality Expertise: You bring 5+ years of experience in quality management and service operations within a medical device or In-Vitro Diagnostics (IVD) environment.

  • Regulatory Knowledge: You have a deep understanding of managing complex customer journeys and regulatory interfaces in the healthcare sector.

  • Analytical Prowess: You are proficient in data visualization and reporting tools (such as Tableau, SQL, or AI applications). Experience with CRM and support ticketing systems is essential.

  • Leadership & Influence: You have proven experience working in a matrixed regional structure, with the ability to influence global and local stakeholders.

  • Multilingual Capability: You are fluent in English and possess professional-level proficiency in an additional Asian language (such as Thai, Korean, or Chinese dialects) to support our diverse regional clusters.

  • Mindset: You possess an agile, customer-focused approach and the creativity to find innovative solutions to complex challenges.

Our leaders empower you to achieve your fullest potential, fostering a culture where everyone can demonstrate leadership and navigate change with confidence.

 

 

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.

Key Skills
Quality ManagementService OperationsRegulatory ComplianceData VisualizationWorkforce Performance OptimizationPost-Market ComplianceCRMSupport Ticketing SystemsStakeholder ManagementTechnical TroubleshootingAI ApplicationsMultilingual Communication
Categories
HealthcareCustomer Service & SupportManagement & LeadershipData & AnalyticsEngineering
Job Information
📋Core Responsibilities
Lead quality governance and post-market compliance for the APAC Regional Customer Service Centre to ensure integrity and regulatory alignment. Optimize workforce productivity through data-driven forecasting and lead the continuous training of technical support teams.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
105566
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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