Position Snapshot
Location: Lisbon/Braga (Portugal)
Company: Nestlé Business Services (NBS)
Full-time
Hybrid
About us
Nestlé Business Services (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!
Position Summary
The primary objective of the Consumer Engagement Data Quality Specialist is to execute and continuously enhance the data quality process. This role is crucial in ensuring the highest quality of data collected from consumer interactions by implementing robust data quality practices, conducting regular reviews, and taking corrective actions. The specialist will also focus on organizing data effectively for reporting purposes and extracting valuable insights from consumer feedback.
Additionally, this position involves analyzing and critiquing the knowledge base to ensure it remains current and optimized, thereby supporting agents in a manner that enhances their performance. Ultimately, the specialist will contribute to achieving data accuracy that reflects the genuine words and sentiments expressed by consumers, fostering a deeper understanding of consumer needs and preferences.
A day in the life of...
- Focus on reviewing and correcting classification errors in the Salesforce tool and to ensure accurate data.
- Maintain and update the Knowledge Base and reviewing regularly the articles in the Knowledge Base to ensure that we are complying with the annual Knowledge Base review plan.
- Partners with key stakeholders across the organization on data quality rules and works proactively to improve and simplify processes or rules and increase and archive data quality scores
- Conduct weekly audits of data classification to identify errors and communicate them to agents, ensuring timely corrections are made.
- Monitor and maintain records of error rates by agent and by topic to develop targeted action plans, addressing issues either individually or across the team.
- Recommend the most appropriate classification for each contact reason based on the calibration performed, ensuring alignment with best practices.
- Serve as the expert on the NGC3 platform and the market knowledge base, preparing the system for the implementation of artificial intelligence.
- Regularly review and update the knowledge base to ensure accuracy and relevance, incorporating the latest information and consumer feedback.
- Suggest and implement process improvements while actively participating in projects led by the Zone to enhance overall efficiency.
- Review and validate training materials from the perspective of classifications to ensure accuracy and effectiveness in knowledge transfer.
What will make you successful
- Fluent in Spanish and English. Portuguese is a plus.
- Experience in Consumer Engagement Services and/or Salesforce Tools
- Experienced in training or coaching teams
- Strong writing and communication skills
- High analytical skills and insightful
- Continuous improvement Mindset and attention to detail
- Capacity to engage in collaborative work
- Ability to demonstrate a high degree of energy, passion and strong focus on consumer satisfaction
What we offer
Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:
- Development of expertise in Nestlé’s Shared Services Business
- Immersion in a culturally diverse team
- Local and International Exposure
- Flexible working environment
- Engagement and wellbeing activities
- Competitive salary and annual bonus according to your performance
- Meal Card
- Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you
- Make part of the Nestlé Club and get discount in several partners
- Free coffee (and good coffee)
- Company laptop and other equipment according to professional needs
- Medical Support available at the Office
- Free Shuttle
- E-learning courses and training program to get you where you aim to be
- Career progression and possibilities for International Career
