Customer Facing Quality Analyst (Customer Contact Center)

at  Nespresso

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you’ll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we’re committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

JOB DESCRIPTION:

The Customer Facing Quality Analyst will be responsible for managing Customer Contact/Relationship Center (CRC) analytics programs and will also manage administration including business insights, reporting and recommendations for improvement based on insights gathered. This position will also provide analytical support and continuous improvement action planning for other customer experience initiatives including but not limited to: the Customer Voice Survey, the Nespresso USA Mystery Shopper program and customer interaction quality monitoring (Caliber). While there is a preference for candidates who can work a hybrid-based work schedule (2 days/week Nespresso USA’s office in Manhattan Hearld Square and 3 days from home) who are located in either New York City or the tri-state area, this role is also remote eligible too.

REQUIREMENTS:

• High School Diploma or GED required; Bachelor’s degree preferred.
• 1+ years of relevant work experience utilizing analytical skills to turn data insights into key actions and proposals for business improvements.
• Demonstrated proficiency in MS Office Suite (Word/Excel/Outlook/PowerPoint) required; demonstrated fluency is highly desired.
• Experience utilizing Power BI for data and reporting is required.
• Must have excellent communication (oral and written), presentation, time management and stakeholder relationship skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
• Must be analytical and data driven, with the ability to tell stories through data and influence key business decisions with integrity.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must be team-oriented, results-driven, agile, possess strong project management skills and must also be able to ensure strict confidentiality with data.
• Current or prior knowledge of customer analytics and/or digital capabilities is strongly preferred.
• 2+ years of working in a Customer Facing Quality role within a Customer Contact Center and/or Retail or Trade team is preferred.
• Willing and able to travel up to 10% based on the needs of the team and the business required.
  The approximate pay range for this position is $62,000 to $90,000. 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.
  Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

REQUIREMENTS:

323797
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.
Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. If you require an accommodation in order to view or apply to open position, please dial 711 and provide this number to the operator: 1-800-321-6467.
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Project Leadership

• Lead and support the implementation of the CRC’s speech & contact analytics program.
• Develop and maintain relationships with key stakeholders to ensure project management processes are integrated.
• Promptly identify and propose solutions to resolve issues that can adversely impact project schedule, cost, or project handover to operations on multiple projects.
• Liase with HQ and Providers to ensure compliance to ensure all compliance rules and legal aspects are respected.
• Assist with project roll-out in market, including training and communication.

Support Continuous Improvement

• Collect, analyze and build data insights on all B2C and B2B customer feedbacks (contact analytics, complaints, comments and customer surveys) and share the relevant information throughout the Nespresso organization key Leaders and Departments.
• Define recommendations and actions for improvement based on insights gathered.
• Supervise and continuously improve the quality monitoring process and tools for the Retail team, through collection and analysis of the results in an open scope (internal and external benchmark).
• Support project reporting and documentation processes, deliver status reports and analysis for management on an on-going basis, track and resolve issues and escalate issues to Management as necessary.
• External benchmarking and best practice collection, sharing and implementation.
• Provide the Customer Facing Management teams (CRC, Retail and Trade teams) and stakeholders alike with reports on quality trends, key performance results and build recommendations.

Communication & Presentations

• Craft and communicate Customer Experience Quality Performance reporting, including written communications and oral presentations, including PowerPoint and other mediums.
• Assist in the design and provide monthly quality analysis of the customer voice surveys results and verbatims for the monthly taskforce and monthly operational reviews (MORs).
• Support any request coming from top management or the Omni team with customer’s insights (verbatim, feedback and quality analysis).
• Provide Monthly Coffee Specialist performance analysis for SSIP bonuses, the outsourcing partner(s) and any other regular touchpoints.
• Liase with the appropriate teams for reporting on Customer Experience and other Nespresso HQ Quality KPIs.

Tools/Systems & Enhancement: Contact Analytics, WorldApp and NICE

• Act as main point of contact for administration and user management of Contact Analytics/WorldApp/Mystery Shopper.
• Learn and assist with WorldApp enhancements and evaluation changes.
• Involves & collaborate with key contributors in the CRC, Trade, BTQ, market or HQ teams.
• Support the pilot implementation by liaising with HQ and vendor contacts.
• Design and implement improvements for data and insights distribution to internal teams.
• Reporting design and tuning for customer contact analytics.
• Contact Analytics: build queries and reports to gather critical business insights; assist in defining an analytics program that will be leveraged by various users in the CRC, as well as guide and train users.
• Perform additional duties and tasks as assigned by direct Manager.