Nike Service Experience Quality Lead in Hilversum, Netherlands

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Nike Retail employees inspire athletes of all abilities to tap into their potential. Step into a Nike Store or visit nike.com, and feel the energy, enthusiasm and passion for sport. That same excitement and consumer-first mindset reverberates through the Nike Retail Corporate team. A global network of buyers, visual merchandisers, real estate specialists, store operations directors and others direct the daily operations of nike.com and the hundreds of Nike Stores and Nike Factory Stores worldwide. The team constantly defines the new frontier of retail and creates the most inspiring and engaging consumer experiences in the industry.

Description

Service Experience -Quality Lead

Working in Nike's Consumer Services division will be rewarding, it will be challenging, and it will most definitely not be just another job. You'll be an ambassador of the Nike brand -- everything we stand for: drive, determination, the unyielding commitment to excellence, these all will be a part of your everyday experience. We're committed to making every consumer's experience a rewarding one, and as a member of our team, your contributions will be a big part of our success.

Overview

As our QA Lead your primary responsibility is to ensure that our Consumer is first and foremost in our minds while influencing an environment that allows our Athletes to affectively service our Consumers.

This position requires a motivating individual with strong quality acumen, analytical skills, high detail-orientation, and excellent written and verbal communication and always looking for new challenges.

Responsibilities

  • Primary regional point of contact relative to QAprocesses, methods and tools

  • Provide data intelligence relative to vendor wideopportunities and lead QA improvement initiatives in conjunction withoperations.

  • Lead &analyze & monitor& control theefficiency of the calibration sessions (internal & external) and makesure action plans after each calibrations are communicated

  • Analyze transaction monitoring results and identifyathlete/process level opportunities.

  • Conduct root cause analysis to identify soft skill,process, service issues affecting VOC and make recommendations to business

  • Provide status reporting across all areas ofaccountability

  • Use vendor QA resources efficiently to collect infoand/or solve any issues affecting VOC

  • Responsible for addressing call recording issuesand managing speech/text analyticslocally

  • Achieve consistency by focusing on;monitoring transaction guidelines, calibration sessions, athlete/processlevel opportunities and Spot-checks

  • Conduct systemic VOC/DSAT survey reviews, analysis andreporting.

  • Act as the center focal point for all complaints andescalations regarding VOC&DSAT. Engage other departments asneeded to resolve issues and complaints.

  • Drive for consistency among vendorsin different locations to align with Nike COE expectations

  • Seek opportunities to evaluate QA performance andprovide feedback on ways to improve performance

Qualifications

Requirements

  • Bachelor’s degree orequivalent directly related work experience

  • Customer Service, Call/contact centerwork experience, retail experience

  • Service industry experience

  • Strong Math and Analytical Skills

  • Strong QA Transaction Monitoring &Process Knowledge

  • Experienced in Quality Control Tools suchas KPI Correlation, CSAT Deep Dive Analysis, Pareto Diagrams, Cause &Effect Diagrams, and Control Charts etc.

  • Vendor Management Experience in QAfunction

  • 3+ years’ experience in ahands on Quality, with focus on RootCause Analysis and Behavioral Analysis in analyzing business problems and makingbusiness/operational recommendations

  • Advanced in MS Suite products: Word, PowerPoint, Excel and Visio

  • Excellent analytical and written and verbal communication skills

  • Excellent organizational skills

  • Detail oriented and able to multitask and meet deadlines

  • Demonstrated ability to use data to influence decision makingand to craft impactful business reviews. Experience in identifyingcritical information, analyzing, developing hypotheses and makingrecommendations.

  • Proven experience buildingpositive working relationships and working successfully incross-functional teams, including demonstrated success inmanaging without direct authority.

  • Ability to read, speak and understandEnglish

  • Six Sigma Green belt Certification is aplus

#LI-EMEA

Qualifications

Requirements

  • Bachelor’s degree orequivalent directly related work experience

  • Customer Service, Call/contact centerwork experience, retail experience

  • Service industry experience

  • Strong Math and Analytical Skills

  • Strong QA Transaction Monitoring &Process Knowledge

  • Experienced in Quality Control Tools suchas KPI Correlation, CSAT Deep Dive Analysis, Pareto Diagrams, Cause &Effect Diagrams, and Control Charts etc.

  • Vendor Management Experience in QAfunction

  • 3+ years’ experience in ahands on Quality, with focus on RootCause Analysis and Behavioral Analysis in analyzing business problems and makingbusiness/operational recommendations

  • Advanced in MS Suite products: Word, PowerPoint, Excel and Visio

  • Excellent analytical and written and verbal communication skills

  • Excellent organizational skills

  • Detail oriented and able to multitask and meet deadlines

  • Demonstrated ability to use data to influence decision makingand to craft impactful business reviews. Experience in identifyingcritical information, analyzing, developing hypotheses and makingrecommendations.

  • Proven experience buildingpositive working relationships and working successfully incross-functional teams, including demonstrated success inmanaging without direct authority.

  • Ability to read, speak and understandEnglish

  • Six Sigma Green belt Certification is aplus

#LI-EMEA

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID: 00369795

Location: Netherlands-North Holland-Hilversum

Job Category: Retail Corporate