CRC Quality Specialist

Nespresso CRC Quality Specialist

Position Snapshot

Location: NBS Cairo, Egypt

Company: Nestlé Business Solutions

Full-time/Hybrid mode

Fluent in English (Level C1)

About Us

Nestlé Business Solutions (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 Solutions (NBS), diversity and inclusion are core values. If you have any specific needs, count on us to adapt your position.

Position Summary

We are seeking a Quality Specialist who will play a role in enhancing the quality of customer interactions. This position will involve monitoring and evaluating the quality of digitally assisted and human interactions, as well as designing and delivering training programs that improve the skills and competencies of our team members.

A Day in the Life of...

Quality Assurance:

• 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.
• Conduct coaching sessions with the CRC team to deliver feedback and coaching on their monitored transactions.
• 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.
Conduct individual and collective quality sessions to supports the CRC team in understanding the scope and quality tools.

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What Will Make You Successful

• University degree or equivalent in commercial or business studies is required
• Experience as a Customer Service Quality Assurance 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)
• Dominion of Microsoft Office (Outlook, PowerPoint, Excel...)
• Fluent in English (Level C1)
• Strong work ethic and respectfulness required
• Labor legislation knowledge is required