Global Quality Trainer/Coach

Há 1 mês


Lisboa, Lisboa, Portugal Nestlé Sa Tempo inteiro
Job Summary

We are seeking a highly skilled Global Quality Trainer/Coach to join our team at Nestlé Sa. As a key member of our Consumer Engagement Services team, you will be responsible for executing a global quality program aimed at making our Consumer Engagement Services operations more reliable and geared towards delivering an excellent consumer experience.

Key Responsibilities
  • Develop and implement standard methodologies of training to ensure quality procedures are followed.
  • Provide training classes to new employees and/or Service providing staff to ensure the quality of procedures according to guidelines.
  • Leverage the Learning Management System to ensure training development and accuracy of records.
  • Review and ensure training materials and Learnings' assets are monitored and maintained to quality standards.
  • Build, implement, and monitor audit control for HR Operations to help the team achieve specific goals related to quality, quantity, and documentation of calls and transactions.
  • Assist surveys related to the Voice of Customer (VoC) program.
  • Repair and maintain quality to different types of documentation inside the department.
  • Participate in project teams to improve the competency-based training program and Development Sciences to ensure they fit the Quality practices implemented throughout key functional areas within Development Sciences.
  • Partner with key stakeholders across the organization to address training compliance-related issues and work proactively to improve processes or provide training support services that reduces training risks.
Requirements
  • Advanced knowledge in German and French.
  • Knowledge in English or Portuguese.
  • Experience using help desk software and remote support tools.
  • Knowledge of CRM systems and social media/Community Management.
  • Previous knowledge on Consumer Handling (3-year experience - preferable).
  • Demonstrate excellence in 'change management' skills and learning agility.
  • High analytical skills and insightful.
  • Capable of problem-solving and handle stressful situations.
  • Ability to demonstrate a high degree of energy, passion, inspirational leadership, and strong focus on consumer engagement, collaboration, and satisfaction.
  • Experienced in leading, training, and coaching teams.
What We Offer

At Nestlé Sa, 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.



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