Job Opportunity in Canada as a Quality Assurance Specialist for 14-Month at Nestle Company

Nestle offers a job opportunity in Canada as a Quality Assurance Specialist (14-Month). Nestle is looking for a Quality Assurance Specialist based at its Montreal Head Office. You will play a critical role in ensuring the quality of the service it provides via the call center to consumers and ensure conformity in the operations. You 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.

You will be responsible for:

• Evaluate and calibrate customer experience.
• Create and standardize evaluations grid.
• Engage, motivate and support the CRC teams to deliver an Emotional Customer Experience towards common quality targets.
• People soft skills development.
• Motivate and manage the team to achieve Best in Class and Sustainable Quality Levels in keeping with the defined standards.
• Define and identify improvement areas (individual and collective), and co-build a training plan (with operational teams).
• Train and coach the Team in order to achieve quantitative and qualitative objectives.
• Provide support to managers on methods, tools, and tips.
• Drive continuous improvement.
• Collect, analyze and build reports on all CRC customer feedback.
• Complaints, comments, customer surveys, and sharing relevant information through the Nespresso organization.
• Supervise and continuously improve the quality monitoring process and tools, through the collection and analysis of the results in an open scope (internal and external benchmark) with a holistic view.
• Provide CRC Management and stakeholders with reports on quality trends, and key performance results and build recommendations.
• Reinforce the knowledge of the teams delivering content: co-develop the knowledge of the products and services.
• Influence and monitor up-dated knowledge material are available and plan to review it.
• Share the updates and check the respect of the procedures.

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You must have the following:

• Be passionate, tenacious, results-focused, and really enjoy working in a highly energetic and exciting environment.
• University degree or equivalent.
• Experience in Customer Relationship/Hospitality/High-end retail environment is a plus.
• Coaching/training/leading people.
• People Management (team of 5).
• Enhanced reporting experience.
• Proven ability to manage change.

Benefits:

• Comprehensive total rewards benefits package including Health and Dental benefits that start on day one as well as a Company matched retirement savings plan, Excellent training and development programs as well as opportunities to grow within the company. 
• The company has a friendly, supportive team with a coaching and mentoring environment.
• There are real opportunities for future development and progression.

About Nestlé:

Nestlé is the world's leading nutrition, health, and wellness company. Well-known brands include MAGGI, NESCAFE, PURINA, and KIT KAT. Its mission of "Good Food, Good Life" is to provide consumers with the best tasting, most nutritious choices in a wide range of food and beverage categories and eating occasions, from morning to night. Naturally, in order to achieve this, the dedication of ambitious and positive people is indispensable.

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