Position Snapshot
Location: Lisbon (Portugal)
Company: Integrated Business Services (IBS)
Full-time
Hybrid
About Us
Integrated Business Services (IBS) 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 players, 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 IBS
Position Summary
For our Integrated Business Services, we are currently looking for a CES Data Quality Analyst. Reporting to the CES Performance Leader, this professional will be responsible for executing and continuously enhancing 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 ensuring accurate data.
* Maintain and update the Knowledge Base and review regularly the articles in the Knowledge Base to ensure compliance with the annual Knowledge Base review plan.
* Partner with key stakeholders across the organization on data quality rules and work proactively to improve and simplify processes or rules and increase and achieve 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
* Advanced in Portuguese and English.
* Experience in Consumer Engagement Services and/or Salesforce Tools.
* Experience in training or coaching teams.
* Strong writing and communication skills.
* High analytical skills and insightfulness.
* 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 IBS 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 IBS 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 allowance card.
* Flex Benefits - At IBS Lisbon you can choose what benefits are more suitable for you.
* Be part of the Nestlé Club and get discounts with several partners.
* Free coffee (and good coffee) at the office.
* Shop with special discounts for employees.
* Company equipment according to professional needs.
* Medical Support available at the Office (in Lisbon).
* E-learning courses and training programs to get you where you aim to be.
* Career progression and possibilities for International Career.
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