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Quality Assurance Coach
2 semanas atrás
The CRC Training & Quality Specialist will be responsible for managing and developing a team to drive and improve quality at all levels. This includes conducting focused assessments of educational/training needs, supporting in designing, developing, delivering, and evaluating various responsive educational curricula and training programs, and acting as an ambassador with specialized knowledge of Nespresso's products, services, and sustainability commitments. Additionally, the role involves verifying quality of service to ensure customer retention and sales opportunities are identified, dealing with challenging conversations and objections skillfully, and providing training for all minimum skills and knowledge required for major customer-related jobs.
Responsibilities
- Conduct focused assessments of educational/training needs within the specified customer-facing population
- Support in designing, developing, delivering, and evaluating various responsive educational curricula and training programs
- Act as an ambassador with specialized knowledge of Nespresso's products, services, and sustainability commitments
- Verify quality of service to ensure customer retention and sales opportunities are identified
- Deal with challenging conversations and objections skillfully
- Provide training for all minimum skills and knowledge required for major customer-related jobs
Requirements
A university degree or equivalent in commercial or business studies, experience as a Customer Service Trainer or similar role, certifications in training, familiarity with different teaching methods and materials, premium brands expertise, analytics skills, clear communication skills, coaching training, and proficiency in French, Italian, and English. A strong work ethic, respectfulness, and labor legislation knowledge are also essential.
