Job Information
Nestle Quality Assurance Analyst in Meycauayan, Philippines
SNAPSHOT
Location: Meycauayan, Bulacan, PH
Company: Nestlé Business Services AOA, Inc.
Full-time
Bachelor’s Degree
3+ year of experience
POSITION SUMMARY
Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?
A day in the life of...
Monitor incoming calls, e-mails, and chats to ensure quality, customer service and adherence to policies and procedures of the organization and provide feedback to assist in the creation of performance improvement goals and training development. Note that this is a remote role based in the U.S. and will work Eastern Standard Time hours.
Document the agents' performance by packaging written feedback in a constructive and positive manner, clearly and concisely on scorecards and reports.
Ensure associates provide/facilitate warm and friendly customer conversations, answer and take ownership of customer inquiries.
Work with leadership to evaluate associates on all KPIs, including Customer Satisfaction, attachment rate, not ready time, contacts per hour, monitoring scores, etc.
Provide coaching and feedback to contact center associates to ensure they understand new and existing policies and procedures and use the most effective means for handling phone calls without sacrificing sales and customer service.
Provide feedback to supervisors on specific areas of associates' strengths and weaknesses.
Provide feedback to management regarding training development opportunities and to external departments to highlight areas of opportunity for improving service and communication.
Facilitate multiple coaching sessions, and calibration meetings with a variety of stakeholders.
What will make you successful
Bachelor’s degree of any courses
3 years experience in Call Center or BPO.
Experience in excellent customer service and customer case escalations
Excellent English and Filipino written and verbal communication skills.
Excellent multi-tasking, listening and comprehension skills
Comfortable with providing coaching and feedback, in 1:1 and group sessions.
Strong knowledge of contact center systems, policies, and procedures.
Proficiency in Microsoft office applications (e.g., Word, Excel, Outlook)
Open to shifting schedule
We are Nestlé, the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.