Position Snapshot
Location: Lisbon/Braga, Portugal
Company: Nestlé Business Services
Full-time/Hybrid
Native/Near-Native on French language

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!

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 with 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 (Vo C) 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 reduces training risks

What will make you successful

• Advanced knowledge in English
• Advanced knowledge in French
• Portuguese and Spanish (is a plus)
• 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)
• Strong communication skills
• Demonstrate excellence in 'change management' skills and learning agility
• High analytical skills and insightful
• Capable of problem-solving and handle 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 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 us 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 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 (in Lisbon)
  

• E-learning courses and training program to get you where you aim to be
  

• Career progression and possibilities for international career