Call Quality Specialist

1 week ago

Montréal, Canada Nestle Full time

Position Snapshot

**Job title**: Call Quality Specialist

**Schedule**: Fulltime

**Location**: Montreal, QC

Nespresso is on a mission, through uncompromising choices, to bring exceptional and sustainable coffee to your home. With every cup, we elevate coffee moment into a movement, with taste and purpose. Cultivating coffee as an art, to grow the best in each of us.

Position Summary

The position plays a critical role for ensuring the quality of the service we provide to consumers and ensure conformity in our operations. The person in this role will be responsible to assist the Quality Manager to drive and improve quality at all levels, for all touchpoints (within the Internal Teams and the Outsourcer) in order to increase customer satisfaction and experience while respecting the Nespresso attributes. In addition, the Call Quality Specialist will support the organization on delivering quality while ensuring that our services meet the needs, expectations, and requirements of customers.

**Benefits**:

- Competitive wage + Annual Bonus
- Comprehensive total rewards benefits package including health and dental benefits that start on day one (including massage, pension plan with employer’s contribution, mental health coverage and Health Spending Account)
- Free coffee machine + Monthly Nespresso credit
- Exclusive employee discounts
- Excellent training and development programs
- Growth opportunities
- Free unlimited coffee during working shifts
- And much more

A day in the life of...

As a Call Quality Specialist, your main responsibilities will include, but not be limited to:

- Evaluate and calibrate customer experience;
- Engage, motivate, and support the CRC teams to deliver an emotional customer experience;
- Collect, analyze and build reports on all CRC customer feedbacks (complaints, comments, customer surveys...) and share the relevant information through the Nespresso organisation;
- Motivate and manage the team to achieve Best in Class and Sustainable Quality Level in keeping with the defined standards;
- Facilitate flawless Customer Facing Processes;
- Train and coach the team in order to achieve quantitative and qualitative objectives;
- Provide support to managers on methods, tools and tips.

What will make you successful
- Must be bilingual in French and English
- Have a university degree or equivalent
- Experience with people management
- Reporting experience
- Experience with change management
- Relevant experience in customer relationship or hospitality or high-end retail (asset)

Nespresso is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nespresso will work with you to ensure that you are able to fully participate in the process.

Nespresso Canada, a division of Nestle Canada

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