CRC Quality Specialist

Position Snapshot
Location:
Linda a Velha (Portugal) / Braga

Company:
Nestlé Business Services

Full-time/Hybrid mode -
2 days per week at the office (aligned with our current Policy)

Fluent in English

About Us
Nestlé Business Services (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 Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.
Position Summary
For our Nestlé Business Services, we are currently looking for a
CRC Quality Specialist.
This professional will:

• Monitors and evaluates the quality of digitally assisted (e.g., chatbot) and human interactions with customers, for both internal and outsourced CRCs, to ensure compliance and enhance customer advocacy and engagement. This involves translating the brand purpose and tone of voice into observable and recognizable attitudes that CRC Specialists can adopt and Team Leaders can teach.
• Provides coaching and support to agents in identified areas for improvement, focusing on enhancing their skills and performance.
• Serves as a second line of support, monitoring customer experience, identifying opportunities for improvement, and sharing best practices to enhance the overall customer experience.

A Day in the Life of...
Customer Experience:

• Identifies and understands specific customer needs and expectations from available feedback sources.
• Monitors service delivery to ensure outstanding quality, compliance, and adherence to standards.
• Demonstrates sensitivity to the impact of language on customer interactions.
• Supports the CRC Team in understanding quality scope and tools.
• Leads quality calibration sessions with NBS Team Leaders and OSPs to ensure consistent evaluation of CRC Specialists.

Sales:

• Verifies service quality to enhance customer retention and identify sales opportunities across all channels.
• Provides quality control to enhance sales skills among CRC Specialists and Team Leaders, including storytelling and active listening.
• Handles challenging conversations and objections, offering valuable solutions using learned methods.
• Ensures consistent application of the brand tone of voice across all interactions.
• Identifies both spoken and unspoken customer needs to spot sales and brand promotion opportunities.

Coffee Expertise & Experience:

• Acts as an ambassador with expert knowledge of products, services, and sustainability commitments.
• Continuously develops expertise in coffee and related processes, proactively addressing knowledge gaps.
• Translates expertise into evaluated interactions, using appropriate vocabulary based on customer context.

Operations Excellence:

• Conducts quality monitoring and evaluations for all customer interactions, both digital and human-assisted.
• Provides constructive feedback and guidance to the CRC team to foster development.
• Analyzes inquiries to enhance chatbot self-service opportunities.
• Delivers ongoing coaching to CRC Specialists for improved quality and first-call resolution.
• Gathers and analyzes feedback to identify improvement areas and propose action plans.
• Follows up on action plans to ensure continuous improvement.
• Collaborates with Managers and Team Leaders to calibrate monitoring processes.
• Compiles and distributes quality assurance reports for all interaction types.
• Supports training initiatives aligned with CRC and HR priorities.
• Trains Team Leaders to effectively monitor and coach CRC Specialists.

What Will Make You Successful

• University degree or equivalent in commercial or business studies is required
• Experience as a Customer Service Quality Assurance
• 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 in achieving results through others
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)
• Strong work ethic and respectfulness required

What We Offer
At NBS, we prioritize our talent and are committed to fostering an engaging environment where our teams can excel in their professional performance while also supporting personal development and work-life balance. By joining us, you will benefit from:

• Development of expertise in Nestlé's Shared Services Business
• Immersion in a culturally diverse team
• Opportunities for local and international exposure
• Flexible working environment
• Engagement and well-being activities
• Competitive salary with an annual bonus based on performance
• Meal allowance card
• Access to a credit club
• Flexible benefits: Choose the options that best suit your needs (e.g., health insurance, gym memberships, professional training, etc.)
• Membership in the Nestlé Club, offering discounts with various partners
• Complimentary high-quality coffee at the office
• Special discounts for employees at select retailers
• Provision of company equipment tailored to professional needs
• On-site medical support available at our office
• Access to e-learning courses and training programs to help you achieve your career goals
• Opportunities for career progression and international career possibilities