Quality Advisor in HR Operations

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It With Pride.
As a member of a cross-functional team, you ensure the successful implementation and maintenance of the Mondelēz International Quality Agenda.
How you will contribute
You will

• Drive Quality Standards: Assist in establishing and maintaining quality assurance standards and procedures for monitoring interactions and case management.
• Review Interactions and Evaluate Case Handling: Regularly monitor and evaluate customer service interactions (calls, emails, chats) to ensure adherence to quality standards and policies. Assess the handling of customer cases to ensure they are resolved efficiently and effectively.
• Case Monitoring: Focus on the continuous monitoring of customer cases from initiation to resolution. Ensure that each case is handled in a timely manner, adhering to internal policies and external regulations. Identify any deviations from standard procedures and take corrective actions as necessary.
• Ensure Compliance: Verify that all cases are managed in compliance with internal policies and external regulations.
• Document Findings: Maintain detailed records of QA findings and actions taken to address any issues identified.
• Develop Quality Standards: Design and implement quality assurance protocols to ensure products meet industry standards and regulations. Create detailed documentation that outlines testing procedures, acceptance criteria, and quality metrics.
• Testing and Inspection: Conduct rigorous testing and inspections of services, identifying defects or inconsistencies.
• Collaboration with Teams: Collaborate with other Workstreams and Service Management Tracks, to ensure quality standards are integrated into every facet of Operations & Enablement.
• Continuous Improvement: Monitor quality performance and implement improvements based on feedback and data analysis.

What you will bring:

• Bachelor's degree or equivalent
• Minimum of 1 year of experience in quality assurance, or 2 Years in HR Shared Services
• Strong understanding of quality assurance processes and standards.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Proficiency in data analysis and reporting tools.

Relocation Support Available?
Business Unit Summary
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our succes
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
IF YOU REQUIRE SUPPORT TO COMPLETE YOUR APPLICATION OR DURING THE INTERVIEW PROCESS, PLEASE CONTACT THE RECRUITER
Job Type
Regular
Service Operations (Delivery)
Global Business Services