Quality Assurance & Onboarding Specialist

Our Co-operative
Te Mātāpuna toa takitini
Fonterra's strength is in the collective
We are a Co-operative created and owned by Aotearoa New Zealand dairy farmers. Our rich history is built on farming families working together to share the natural goodness of our dairy with the world.
Collaboration, innovation, and passion was the cornerstone of our creation and something we continue to value today through our commitment to care for the land, our animals, and every drop of milk. Our milk creates goodness through nutritious food with safe, quality ingredients that are loved here in New Zealand and around the world.
About Farm Source
We love kiwi dairy farmers and think they're pretty awesome. For generations they have relied on hard work, ingenuity, and each other, to create the kind of goodness that fuels our families, connects our communities and supports our economy.
At Farm Source, our team is driven by the same co-operative spirit that our farmers and their communities share. We make farming easier so farmers can continue to concentrate on what they do best - producing high quality New Zealand milk in the most sustainable way.
This means growing and supporting the right people - people with plenty of roll-your-sleeves up energy to rise to the challenge. Whether you're on the farm getting your gumboots dirty or connecting over a coffee at our local stores, you'll be getting the mahi done as part of a trusted team - backed by good people, the right products, innovative solutions, and industry-leading expertise.
So why not join us? Our regional structure and openness to flexible working means that there really is something for everyone. No matter your age or stage, our inclusive culture has created a place where everyone can thrive.
About the opportunity
As the Quality Assurance & Onboarding Specialist you will ensure our teams within the Farm Source Service Centre have a positive experience from onboarding, are supported through our quality framework, are compliant with our privacy procedures and have easy access to information and processes via Knowledge articles and a communication framework to keep them informed.
Role Accountabilities
Responsibilities will include (but are not limited to):

• Ownership and co-ordination of the bulk onboarding programme for new Farmer Support Specialists

• Support Lead Team with Assessment Centres.

• Create a framework to better review and report on the success of onboarding.

• Ensure the onboarding programme links in with any wider Fonterra onboarding requirements.

• Establish a Training Quality framework for SME's delivering the training during onboarding.

• Investigate new Knowledge functionality to improve user experience, create efficiencies and support exceptional customer service.

• Be the content owner of the Service Centre Knowledge base ensuring our procedures and frameworks are accurately documented, reviewed regularly, secure, easily accessible and meet our version control audit requirements.

• Analyse business processes and workflows with the objective of finding out how they can be improved or automated and are effectively aligned with other business units within Fonterra.

• End to end process mapping of key cross functional processes.

• Work with Service Centre Managers, Leads and Seniors to setup and maintain the Quality Framework for agents, ensuring a quality tracking framework is in place that it is helping to improve performance and provide exceptional service to our farmers and customers.

• Ownership of the Service Centre Privacy framework.

About You
The ideal candidate must be highly organised and proactive. You will play a pivotal role in ensuring the quality of our processes and facilitating the onboarding of new team members. This role requires a focus on process mapping, continuous improvement, and a passion for maintaining high standards.
Other success enablers include:

• Experience in a training / coaching role - Minimum of two years

• Communications experience

• Experience in stakeholder management planning and execution

• Experience in development and execution of communication plans

• Proven organisational abilities and the ability to work autonomously

• Excellent time management and problem-solving abilities

If this sounds like you and you're looking to further your career with Fonterra, we look forward to hearing from you.
We like to see as many jobs as possible filled by our talented existing team.
Applications will close at midnight 22nd December
For more information contact Logan Stevens, Recruitment Business Partner - Logan.stevens@Fonterra.com
Why not come and join our team?
You, me, us together.
Tātou, Tātou