CRC Training & Quality Specialist

Phiture; Oeiras; Híbrido; EUR 35 000 - 50 000; Tempo integral

Resumo da oferta

A leading multinational company in Lisbon seeks a Quality & Training Specialist to enhance customer service quality through monitoring and training. Applicants should possess a university degree and experience in quality assurance or training, with strong analytics and communication skills. This full-time role offers a hybrid work setting and competitive benefits.

Serviços

Competitive salary with an annual bonus

Meal allowance card

Flexible benefits including health insurance and gym memberships

Opportunities for career progression

Qualificações

• Experience as a Customer Service Quality Assurance, Trainer or similar role is mandatory.
• Certifications in quality tools are an asset.
• Previous experience with premium brands is a plus.

Responsabilidades

• Monitor and evaluate customer interactions to ensure compliance and enhance advocacy.
• Deliver training on essential skills for customer-facing roles.
• Proactively identify knowledge gaps and manage personal development.

Conhecimentos

Fluent in English (Level C1)

Coaching training and/or previous experience

Analytics skills

Strong work ethic

Formação académica

University degree or equivalent in commercial or business studies

Ferramentas

Microsoft Office (Outlook, PowerPoint, Excel)

Quality tools and methodologies (Six Sigma, Lean, PDCA)

Descrição da oferta de emprego

Position Snapshot

Location: Linda-a-Velha (Lisbon) / Braga

Company: Nestlé Business Services

Full-time/Hybrid mode - 2 days per week at the office (aligned with our current Policy)

Fluent in English (Level C1)

About Us

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!

At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.

Position Summary

We are seeking a Quality & Training Specialist who will play a dual role in enhancing both the quality of customer interactions and the training of our Customer Service Specialists. This position will involve monitoring and evaluating the quality of digitally assisted and human interactions, as well as designing and delivering training programs that improve the skills and competencies of our team members.

A Day in the Life of…

Quality Assurance

• Monitor and evaluate the quality of customer interactions across digital and human-assisted channels to ensure compliance and enhance customer advocacy.
• Translate brand purpose and tone of voice into observable behaviors for Customer Service Specialists.
• Conduct quality monitoring and evaluations, providing constructive feedback to foster development.
• Lead quality calibration sessions with Team Leaders and external partners to ensure consistent evaluation standards.
• Analyze customer inquiries to identify opportunities for improvement and propose actionable plans.
• Compile and distribute quality assurance reports for all interaction types.

Training

• Deliver training on essential skills and knowledge required for customer-facing roles, ensuring all team members meet minimum competency standards. Conduct impersonation activities to help employees develop interpersonal skills, including negotiation, teamwork, and conflict management.
• Proactively identify personal performance and knowledge gaps, and take ownership of a development plan to address these areas. Engage in ongoing learning to stay updated with new knowledge and skills relevant to the role.
• Skillfully manage challenging conversations and objections, providing valuable solutions to Customer Service Specialists and Team Leaders. Utilize learned techniques such as objection handling, active listening, and open questioning.
• Act as an ambassador for the client brand, possessing specialized knowledge of its products, services, and sustainability commitments. Continuously enhance personal expertise in coffee, related products and processes.
• Work closely with Team Leaders and Managers to promote on-the-job training initiatives, particularly in handling difficult customer cases. Organize training courses to prepare employees for career advancement opportunities.

What Will Make You Successful

• University degree or equivalent in commercial or business studies is required
• Experience as a Customer Service Quality Assurance, Trainer or similar role (mandatory)
• Certifications in Quality tools and methodologies (Six Sigma, Lean, PDCA, etc) is an asset
• Premium brands expertise is an asset
• Analytics skills & clear communication skills (including telephone, written label)
• Coaching training and/or previous experience
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel ...)
• Fluent in English (Level C1)
• Strong work ethic and respectfulness required
• Labor legislation knowledge is required

What We Offer

At NBS, we prioritize our talent and are committed to fostering an engaging environment where our teams can excel in their professional performance while also supporting personal development and work-life balance. By joining us, you will benefit from:

• Development of expertise in Nestlé’s Shared Services Business
• Immersion in a culturally diverse team
• Opportunities for local and international exposure
• Flexible working environment
• Engagement and well-being activities
• Competitive salary with an annual bonus based on performance
• Meal allowance card
• Access to a credit club
• Flexible benefits: Choose the options that best suit your needs (e.g., health insurance, gym memberships, professional training, etc.)
• Membership in the Nestlé Club, offering discounts with various partners
• Complimentary high-quality coffee at the office
• Special discounts for employees at select retailers
• Provision of company equipment tailored to professional needs
• On-site medical support available at our office
• Access to e-learning courses and training programs to help you achieve your career goals
• Opportunities for career progression and international career possibilities