Consumer Engagement Services Trainer/Quality (German and French Speaker) Position Snapshot
German and French Native/Near Native
Fluent in English or Portuguese
Position Summary
The main purpose of the Consumer Engagement Quality/Trainer will execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe operations significantly more reliable and geared to deliver excellent consumer experience.
A Day in the life of...
Development and implementation of standard methodologies of training
Provide training classes to new employees and/or Service providing staff to ensure the quality of procedures according to the guidelines
Leverage the Learning Management System to ensure training development and the accuracy of records
Review and ensure the training materials and the 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, maintaining high level of data integrity, ensuring continuous integration of QA feedback
Assist the surveys related with 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 reduce training risks
What will make you successful
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 handling stressful situations
Ability to demonstrate a high degree of energy, passion, inspirational leadership, and strong focus on consumer engagement, collaboration and satisfaction
Demonstrable excellence in 'change management' skills and learning agility
Experienced in leading, training and coaching teams
What we offer
Here at NBS Lisbon 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. Joining NBS Lisbon will bring you:
Development of expertise in Nestlé's Shared Services 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 Card
Flex Benefits - At NBS Lisbon you can choose what benefit is more suitable for you
Be part of the Nestlé Club and get discounts with several partners
Free coffee (and good coffee)
Company laptop and other 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
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