POSITION SNAPSHOT **Title: Nespresso CRC Quality Specialist** **Position Summary** + Monitors and evaluates the quality of digital (e.g. chatbot) and human customer interactions for both internal and outsourced CRCs to ensure compliance, drive customer advocacy and engagement, translating Nespresso brand purpose and tone of voice into observable and recognizable attitudes that CRC experts can adopt and team leaders teach. + Quality Specialist serves as a second line of support, monitors customer experience, identifies improvement opportunities, and shares best practices to benefit customer experience. **A DAY IN THE LIFE** CUSTOMER EXPERIENCE + Immediately identify and understand Customer's specific needs and expectations + Monitors and ensures the provision of an exceptional level of service to Customers, appropriately balancing the respect of quality, business and compliance standards, procedures and reasoned exceptions. + Shows great sensitivity to the impact each word and phrase can have on customers and recipients in general + Supports the CRC team in understanding the scope and quality tools + Leads quality calibration sessions with Nespresso Team Leaders and between Nespresso Team Leaders and outsourced Team Leaders to ensure a harmonized and fair way to assess the quality of service and speaks from Coffee Experts SALES + Verifies quality of service to ensure that customer retention and sales opportunities are identified in outbound and inbound contacts through both human and digital assistance channels. + Ensures, through quality control, added value to CRC experts and/or team leaders using sales skills such as storytelling, open questions, asset listening, cross-selling methods, and above. + Deals with challenging conversations and objections skillfully, offers CRC Experts and/or Team Leaders valuable new options and solutions, using learned methods such as objection cycles, asset listening, and open questions. + Verifies and secure the application of brand voice tone to every touch point and situation for human and digitally assisted channels. + Ensures, through quality control, that both spoken and unspoken needs are identified by identifying sales and branding opportunities (by proposing new products or encouraging calls to action). COFFEE EXPERIENCE AND EXPERTISE + Be an ambassador and has specialized knowledge of Nespresso's products, services and sustainability commitments, continuously learns and takes advantage of new knowledge and skills in his own work + Continuously develops deep knowledge, skills and experience around coffee, products, services, processes and machines, proactively identifies its own performance/knowledge gaps and appropriates the development plan itself. + Translates the experience into each evaluated interaction, uses appropriate vocabulary, and provides the level of information needed according to the customer's situation. OPERATIONS EXCELLENCE + Performs monitoring, calibrations, and quality assessments on all customer contacts for digitally assisted channels and human-assisted interactions for CRC and partners, ensuring consistency in customer contacts (e.g., tiled, silent, remote) + In collaboration with QA Manager and the Chatbot owner, analyzes the assessment results to identify key performance strengths and areas of development + Provides feedback to team leaders with any learning and development or coaching opportunities for coffee experts + Analyzes frequently asked questions and provides feedback to the Chatbot owner with any self-service opportunities to improve the conversation experience + Provides continuous training for coffee experts based on evaluated interactions, to achieve maximum quality and efficiency to ensure first call resolution. + Works with managers and team leaders to calibrate monitoring processes and results + Gathers and distributes quality assurance reports for digitally assisted channels and human-assisted interactions + Supports and assists in the coordination of training initiatives, following the training priorities for CRC and HR **ARE YOU A FIT?** + Bachelor’s degree in any related field. + 1-2 years of relevant experience as a QA specialist/Analyst in a contact center or BPO environment. + Strong leadership and communication skills. + Fluency in English language. + Familiarity with CRM systems and QA monitoring tools. + Preferably knowledge of COPC standards.