Position Snapshot

Location: Linda-a-Velha (Portugal)  

Company: Nestlé Business Solutions (NBS)  

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

 Languages: Fluent in French

About Us  

Nestlé Business Solutions (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  

For our Nestlé Business Solutions, we are currently looking for a CRC Quality Specialist. Reporting to the CRC Quality & Training Manager, this professional will: 

• Monitors and evaluates the quality of digitally assisted (eg. chatbot) and human interactions with customers, for both internal and outsourced CRCs, to secure compliance, boost customer advocacy and engagement, by translating the Nespresso brand purpose and tone of voice into observable and recognizable attitudes that CRC Specialists can adopt, and Team Leaders teach.   

• Quality Specialist serves as a second line of support, monitors customer experience, identifies opportunities for improvement as well as shares best practices to benefit customer experience.   

A Day in the Life of...  

Customer Experience: 

• Promptly identifies and understands specific Customer needs and expectations based on available customer feedback sources  

• Monitors and ensures the delivery of an outstanding level of service to Customers by balancing the respect of quality, business and compliance standards, procedures and reasoned exceptions adequately.  

• Shows great sensitivity towards the impact that each word and phrasing can have on customers and recipients in general  

• Supports the CRC Team in understanding of the quality scope and tools  

• Leads quality calibration sessions with NBS Team Leaders and between NBS and other OSPs, aligned with quality requested by market.  

• Quality calibrations within the market to ensure a harmonized and fair way of evaluating Coffee Specialists' quality of service and speech  

Sales: 

• Verifies the quality of service to ensure customer retention and if sales opportunities are identified across outbound and inbound contacts, both human and digitally assisted channels.  

• Ensures, through quality control, added value to CRC Specialists and/or Team Leaders using sales skills such as storytelling, open questions, active listening, up- and cross-selling methods.   

• Handles challenging conversations and objections expertly, offers CRC Specialists and/or Team Leaders new options and valuable solutions, using learned methods such as objection cycle, active listening and open questions.  

• Verified and secures the application of the brand tone of voice to each touchpoint and situation for both human and digitally assisted channels.  

• Ensures, through quality control, that both spoken and unspoken needs are identified, spotting opportunities for sales and brand promotion (proposing new products or encouraging calls to action).  

Coffee Expertise & Experience: 

• Is an ambassador and holds expert knowledge of Nespresso products, services and sustainability commitments, continuously learns and leverages new knowledge and skills in own work.     

• Continuously develops deep knowledge, skills and expertise around coffee, products, services, processes and machines, proactively identifies own performance/knowledge gaps and takes ownership of own development plan.  

• Translates expertise into each evaluated interactions, uses adequate vocabulary and gives the level of information needed according to the customer’s situation.  
   

Operations Excellence: 

• Conducts quality monitoring, calibrations and evaluations across all customer contacts for both digitally assisted channels and human assisted interactions, for NBS, Market & OSP, ensuring consistency in customer contacts   

• Provides constructive feedback and guidance to the CRC team (NBS Coffee Specialists and Team Leaders and OSP Team leaders), while inspires learning and development or coaching opportunities  

• Analyzes frequent enquiries and provides feedback to Chatbot owners with any self-service opportunities to enhance conversational experience  

• Provides ongoing coaching to Coffee Specialists based on evaluated interactions, to attain maximum quality and efficiency to ensure a first call resolution and customer satisfaction.  

• Can gather and analyze feedback across all possible sources (surveys, interactions evaluations, complaints, etc.) to identify improvement areas and propose action plans  

• Follows up implemented action plans and acts when needed to keep the continuous improvement cycle up and running  

• Works with Managers and Team Leaders to calibrate monitoring processes and results  

• Collates and distributes quality assurance reporting for both digitally assisted channels and human assisted interactions  

• Supports and assists in coordinating training initiatives, following the CRC and HR training priorities  

• Trains Team Leaders so that they can develop the expertise needed to monitor, evaluate and coach Coffee Specialists using both quantitative and qualitative objectives.

What Will Make You Successful 

• University degree or equivalent in commercial or business studies is required  

• Experience as a Customer Service Quality Assurance  

• 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...)  

• Strong work ethic and respectfulness required.

What We Offer 

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you: