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
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 Solutions (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...
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.
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.
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 French & English (Level C1)
-
Strong work ethic and respectfulness required
-
Labor legislation knowledge is required
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:
Shop with special discounts for employees
Company equipment according to professional needs
Medical support available at the office
E-learning courses and training program to get you where you aim to be
