Quality Analyst - People Services

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
You are a specialist in a process, workstream or area in Mondelēz International Digital Services, working to support impeccable service operations.
How you will contribute
You will use your in-depth process and service knowledge in your area of expertise to ensure that service level agreements and obligations are met. As a co-owner of the development of standard operating procedures, you will drive standardization and simplification of processes. In addition, you will provide input for training materials, ensure that standard operating procedures and data protection activities comply with Mondelēz International policies and the law, analyze and report on exceptions and offer recommendations for process improvements, and lead the sustainable continuous improvement process for the team.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Your specific process area
• Working in a shared service organization
• Being a good team player and influencing others
• Process design and mapping, and business requirement gathering experience
• Communicating effectively, applying interpersonal skills and taking initiative

More about this role
What you need to know about this position:
We are seeking our next Quality Analyst to join our Global People Services team based in Bogota. You will be processing cases, ensuring that workstreams are fully aligned to global standard policies and procedures, using internal HR systems.
Your responsibilities will be:

• 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 OA 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 extra ingredients you will bring:

• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Outstanding customer service orientation

Education / Certifications:
Academic background in Business, Engineering, Administration, Human Resources, Psychology and related fields.
Job specific requirements:

• 1+ years of experience supporting HR Operations, HR process and systems and/or Quality Assurance roles-
• Proficiency in reporting tools such as Excel
• Advanced English

Work schedule:
Hybrid in Bogota, Colombia.
No Relocation support available
Business Unit Summary
Our Latin America region is comprised of four Mondelez International business units: Brazil, México, Southern Cone (which includes Argentina, Uruguay and Paraguay) and WACAM (which includes 12 South American countries and the U.S. territory of Puerto Rico); and one stand-alone market: Venezuela. We have approximately 20,000 passionate employees who put in all their energy, hearts and souls to create, market and sell our global iconic brands and beloved local jewels such as Lacta, Field and Terrabusi among others. We are known for our resilience and good humor and live our purpose with passion and commitment.
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.
Job Type
Regular
Service Operations (Delivery)
Global Business Services