Customer Facing Quality Assurance Coordinator

3 weeks ago

Hoboken, United States Nestlé Health Science Full time

Customer Facing Quality Assurance Coordinator (Customer Contact Center - Remote Opportunity)
- At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.- At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.- Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.- **Responsibilities**:

- 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.

**Requirements**:

- High School Diploma or GED required; Bachelor’s degree preferred.
- 2+ years of experience working in a Customer Contact/Call Center required, preferably in a Quality Assurance Representative role.
- Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) is required.
- Must have excellent communication skills (oral and written), active listening, presentation and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
- Must be team oriented and customer service oriented.
- Willing and able to work under pressure to meet tight deadlines with mínimal supervision.
- Must be comfortable with providing coaching and feedback, including in both one-on-one and group sessions.
- Full schedule availability to work Monday to Sunday, including the ability to work mornings, afternoons and evening shifts required.

The approximate pay range for this position is $40,000 to $50,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.
- **Requisition ID**:
294203- It is our business imperative to remain a very inclusive workplace.- To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.-
- Note: Nespresso is not a federal contractor and does not maintain affirmative action programs- Hoboken, NJ, US, 07030
- Hoboken, NJ, US, 07030
- Hoboken, NJ, US, 07030

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