CES Performance Specialist - German and French Speaker Braga

CES Performance Specialist - German and French Speaker
Braga
Braga, Braga, Portugal

Position Snapshot

Location: Lisbon, Portugal

Company: Nestlé Integrated Business Services

Full-time / Hybrid

German and French Native/Near Native

Fluent in English or Portuguese

Position Summary

The main purpose of the Consumer Engagement Quality/Trainer is to execute a global quality program 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 with surveys related to the Voice of Customer (Vo
  C) program
• Repair and maintain quality of different types of documentation inside the department
• Participate in project teams to improve the
  - 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
  - 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 English, German, and French
• Knowledge in Portuguese is a plus
• Experience using help desk software and remote support tools
• Knowledge of CRM systems and social media/Community Management
• Previous knowledge of Consumer Handling (3-year experience preferred)
• Strong communication skills
• Demonstrate excellence in 'change management' skills and learning agility
• High analytical skills and insightfulness
• Capable of
  - 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
- 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 to 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 programs to get you where you aim to be
• Career progression and possibilities for International Career