Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement
Join to apply for the Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement role at Fresenius Medical Care.
Open to applicants throughout EMEA.
Language requirements:
- English language proficiency.
- French language proficiency and one additional language (German, Spanish, Italian, Portuguese, Turkish).
Purpose and Scope:
As the HR Shared Service Quality Assurance Senior Specialist, you will play a critical role in ensuring the delivery of high-quality HR services across various channels, including case management, calls, chats, and other operational processes. You will be responsible for monitoring, evaluating, and continuously improving service quality standards to enhance the overall employee experience.
Key responsibilities:
- Conduct regular quality assurance audits of HR services, including case management, phone calls, online chats, and other operational processes.
- Evaluate the accuracy, completeness, and compliance of service delivery against established standards and procedures.
- Identify areas for improvement and provide actionable feedback to ESC representatives.
- Monitor key performance indicators (KPIs) related to service quality and efficiency.
- Analyze audit findings to identify trends, root causes of errors, and areas for process improvement.
- Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices and standards.
- Provide ongoing coaching and support to ensure adherence to quality standards and continuous skill development.
Results analysis and reporting:
- Prepare reports and presentations summarizing audit findings, compliance metrics, and recommendations.
- Communicate insights and actionable recommendations with stakeholders to ensure transparency and accountability.
Root cause analysis (RCA) and action planning:
- Schedule RCA sessions with stakeholders to identify root causes of deviations.
- Formulate action plans collaboratively with HR Hub teams to address issues and drive continuous improvement.
Continuous improvement initiatives:
- Collaborate with ESC stakeholders to drive process improvement initiatives based on QA findings and feedback.
- Participate in cross-functional teams discussions to streamline processes, optimize workflows, and enhance the overall customer experience.
Audit & compliance:
- Support for QA related audits / reviews independently under minimum guidance.
- Support for internal audit process, closing recommendations, and ensure HR Operations Hub teams follow HR compliance obligations.
Education and required credentials:
- Degree with focus on Human Resources or Business Administration.
- 5-7 years experience in different HR functional areas ideally in HR operations or shared service roles in a general environment.
Experience and skills:
- Proven experience in quality assurance, auditing, or process improvement within a shared services environment, preferably in HR.
- Strong understanding of HR processes and best practices.
- Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
- Exceptional attention to detail and accuracy in evaluating service quality and compliance.
- Effective communication skills, both verbal and written, with the ability to collaborate and influence.
- Proficiency in using HRIS, ticketing systems, and other relevant software applications.
- Certification in quality management or process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
- Fluency in French, Italian and English language – reading, writing and speaking is a must.
Location:
- Work location: France, Italy or any EMEA Country.
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