CRC Quality & Training Specialist, French Speaker
Nestle
full-time
Posted on:
Location Type: Hybrid
Location: Linda-a-Velha • Portugal
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About the role
- 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.
- 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.
Requirements
- 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
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quality monitoringcustomer advocacyfeedback provisiontraining deliveryobjection handlingactive listeningopen questioninganalytics skillscoachinglabor legislation knowledge
Soft Skills
interpersonal skillsnegotiationteamworkconflict managementstrong work ethicrespectfulnesscommunication skills
Certifications
Six SigmaLeanPDCA