Consumer Services Quality/trainer Lead

Há 6 dias

Oeiras, Portugal GIGROUP Tempo inteiro

We are recruiting for the Shared Services Center of a multinational, leader in the global food retail sector:
Nestlé Business Services.

The main purpose of the **Consumer Services Quality/Trainer Lead** will be to lead a team, design and execute a global quality program that is aimed at making CES Europe operations significantly more reliable and geared to deliver excellent consumer experience.

**Main responsibilities**:

- Define the execution knowledge plan and roadmap with clear milestones, owners, and timelines.
- Participate in the early stages of the project, defining its impacts, change management scope and provide IT coaching to the employees to achieve the establish goals
- Development of training and toolkits for managers to help coach through the various stages of adaption of the employees to the changes and deal with change-resistance
- Keep track of the operations and communicate with the team for support in most effective way of problem solving
- Responsible for maintaining all of the process documentation to make sure all the teams follow the guidelines and conduct health checks
- Plan, develop and deliver Quality of Service (QS) and Regulatory Affairs (RA) trainings, evaluating the most effective method (eg. Classroom training, on-the-job trainings, workshops, etc.)
- Analyze the training needs to develop appropriate programs
- Engage Continuous improvement practices through the performances analytics and enable Innovation and automation to reduce manual work and human errors
- Be responsible of building the relationship between the technologies used and automatized and people
- Partner with leadership to address the issues that may occur in people managing and mentoring, communicating with transparency and soliciting for feedback, keeping track and providing effective solutions

**Ideal Profile**
- Advanced Spoken and Written Knowledge in English
- Advanced Spoken and Written Knowledge in Portuguese, Spanish, French or German (is a plus)
- Experience using help desk software and remote support tools
- Knowledge of CRM systems
- Previous knowledge on Consumer Handling and social media /Community Management
- Experience in managing teams and adopt an effective result-driven leadership style
- Capable of developing Training and Development strategies
- Strong communication skills
- Demonstrable excellence in 'change management' skills and learning agility
- Capable of dealing with stress
- Ability to work in Matrix organization and management of high-level stakeholders
- Experienced in leading teams, proven history of training, coaching and mentoring
- High analytical skills and insightful

**We offer**:

- Direct contract with our client.
- Competitive salary and annual bonus according to your performance.
- Flex Benefits - you can chose what benefit is more suitable to you.
- Hybrid work schedule
- Career progression and possibilities for International Career.
- Initial and continuing training.

**We're waiting for you**- //pt.Gigroup.Com/politica-de-privacidade/._

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