POSITION SNAPSHOT
Location: Philippines

Company: Nestlé Business Solutions
Full-time
Bachelor’s Degree

7+ years of experience

POSITION SUMMARY

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Solutions is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE …

The Quality and Training Lead owns the quality and capability governance framework across outsourced Consumer Engagement Services (CES) vendors, ensuring consistent evaluation, calibration, learning, certification, coaching effectiveness, compliance, and continuous improvement. The role establishes common standards while enabling controlled variations based on market, channel, and regulatory requirements.

• Lead the quality governance framework across multiple vendors, including quality evaluation standards, scorecards, sampling, critical-error controls, appeals, calibration, and performance reporting.
• Drive cross-vendor and market calibration activities, ensuring consistent interpretation of quality standards and timely resolution of recurring issues and performance gaps.
• Analyze quality results, defects, complaints, repeat contacts, and consumer feedback to identify root causes, generate actionable insights, and drive corrective and preventive actions.
• Establish training governance standards covering training needs analysis, instructional design, facilitation, learning materials, assessments, attendance, certification, and training records.
• Lead Train-the-Trainer (TTT) programs, ensuring vendor trainers are effectively certified, observed, coached, and recertified against established standards.
• Define certification and nesting frameworks, including readiness requirements, assessment thresholds, early-tenure support, audit intensity, and graduation criteria.
• Measure training effectiveness by evaluating knowledge transfer, behavioral change, operational performance, error reduction, and sustained learning outcomes.
• Ensure approved knowledge content, process changes, tools, and critical updates are effectively integrated into training programs and quality controls.
• Partner with CES Operations, Markets, Knowledge Management, Workforce and Data teams, Compliance, Privacy, HR/L&D, Product Quality, and other key stakeholders to drive quality and capability excellence.
• Collaborate with vendor QA leaders, trainers, operations leaders, coaching teams, and technology partners to strengthen vendor performance and ensure consistent service delivery.
• Champion continuous improvement initiatives that enhance consumer experience, quality performance, employee capability, compliance, and operational effectiveness.

ARE YOU A FIT?

• Bachelor’s degree in Education, Psychology, Communications, Business, Quality Management, or a related field
• Minimum 7 years of experience in Contact Center, Consumer Care, Quality Assurance, Training, or operational capability development
• Minimum 3 years of experience leading Quality Assurance and/or Training governance across multiple programs, sites, or vendors
• Strong expertise in quality scorecard design, sampling, calibration, critical-error management, root-cause analysis, and corrective action planning
• Strong knowledge of adult learning, training needs analysis, instructional design, facilitation, assessment, certification, nesting, and training effectiveness
• Proven experience designing and managing Train-the-Trainer, coaching, certification, and operational readiness programs
• Strong analytical capability with the ability to translate quality and consumer data into actionable insights and improvement plans
• Experience working with outsourced vendors and facilitating alignment across multiple partners and stakeholders
• Experience with continuous improvement methodologies and quality governance frameworks
• Advanced proficiency in Microsoft Excel and PowerPoint, with exposure to QA platforms, call recording or speech analytics tools, Learning Management Systems, CRM platforms, and Power BI
• Experience managing privacy, compliance, consumer safety, sensitive contacts, complaints, or other consumer-risk controls is an advantage
• COPC, Lean Six Sigma, ATD/CPTD, instructional design, Kirkpatrick, coaching, or related certifications are an advantage
• Strong stakeholder management, communication, facilitation, coaching, and influencing skills
• Strong customer and consumer focus with the ability to balance service experience, quality, compliance, and operational requirements
• Proven ability to drive continuous improvement and capability development across complex, multicultural, and multi-vendor environments