CRC Quality & Training Specialist | French Speaker

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 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...

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 French & English (Level C1)
• Strong work ethic and respectfulness required
• Labor legislation knowledge is 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:

• Development of expertise in Nestlé's Shared Solutions Business

• Immersion in a culturally diverse team

• Local and international exposure

• Flexible working environment

• Engagement and wellbeing activities

• Competitive salary and annual bonus according to your performance

• Meal allowance card

• Flex Benefits - at NBS you can choose what benefits are more suitable for you

• Make part of the Nestlé Club and get discount in several partners

• Free coffee (and good coffee) at the office

• 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

• Career progression and possibilities for international career

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 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...

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 French & English (Level C1)
• Strong work ethic and respectfulness required
• Labor legislation knowledge is 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:

• Development of expertise in Nestlé's Shared Solutions Business

• Immersion in a culturally diverse team

• Local and international exposure

• Flexible working environment

• Engagement and wellbeing activities

• Competitive salary and annual bonus according to your performance

• Meal allowance card

• Flex Benefits - at NBS you can choose what benefits are more suitable for you

• Make part of the Nestlé Club and get discount in several partners

• Free coffee (and good coffee) at the office

• 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

• Career progression and possibilities for international career