Contact Center Quality Analyst, Sr. jobs in Newark, NJ

At Nestle 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 Nestle 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.

Job Description:

The Customer Facing Quality Assurance Coordinator will monitor and audit incoming calls, e-mails, and chats from Nestle Health Science's Customer Contact Center to ensure quality customer service and adherence to policies and procedures of the organization. This role will also provide feedback to Agents and Contact Center Leadership to assist in the creation of performance improvement goals and training/development. This role requires full flexibility mornings/afternoons/evenings (Monday to Sunday). This is also a remote-based opportunity.

Responsibilities:

* Monitor incoming calls, emails, and chats to ensure contact center associates are in compliance with rules and regulations, using correct selling techniques, and providing a superior service experience.
* 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 minimal 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.

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:

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 Nestle. 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. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home.

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