Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvements Improvement

<p><span>In accordance with Organic Law 3/2007, of 22 March, FME has set itself the objective of promoting the effective application of the principle of equality between men and women, avoiding any type of labour discrimination based on sex, thus guaranteeing the same opportunities for entry. Likewise, we promote diversity, rejecting any type of discrimination for reasons of race, sex, functional diversity, religion, sexual orientation, sexual identity, or any other personal or social condition, and we are committed to building an inclusive and enriching environment</span></p><p>The successful applicant for this position <b><u>must have</u> </b>:</p><ul><li><span><b>German Language</b> (must have) + any of these languages is a plus (French, Spanish, Italian, Portuguese Turkish), </span></li><li><span><b>HR Process Audit / Quality assurance </b>testing experience and team handling experience</span></li></ul><p><b><u><span>Fresenius core values:</span></u></b></p><p><span>Fresenius Medical Care is a people business. Our success depends on having the best and brightest employees, and helping them attain their personal and professional goals while delivering excellence in patient care and business results. Our employees embody our culture which is based on six core values supporting our promise to improve the quality of life of every patient every day. These core values are: Patients and Partners First, Honesty and Integrity, Quality and Compliance, Collaboration, No-Limits Mindset and Results Oriented.</span></p><p></p><p>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. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for driving excellence in HR service delivery.</p><p></p><p>This is an Individual contributor role with global scope and focus primarily on EMEA Countries and non EMEA countries as and when required, will manage Quality Assurance &amp; Continuous Improvement for the HR Services.</p><p></p><p><b>Your responsibilities:</b></p><p></p><p></p><p>Quality Assurance Audits:</p><ul><li>Conduct regular quality assurance audits of HR services, including case management, phone calls, online chats, and other operational processes.</li><li>Evaluate the accuracy, completeness, and compliance of service delivery against established standards and procedures. Monitor the quality and accuracy of HR data, documentation, and transactions to identify discrepancies, reduce errors, or gaps.</li><li>Identify areas for improvement and provide actionable feedback to ESC representatives.</li><li>Monitor key performance indicators (KPIs) related to service quality and efficiency.</li><li>Analyse audit findings to identify trends, root causes of errors, and areas for process improvement. Collaborate with HR teams to establish ongoing monitoring mechanisms to track actions undertaken to drive improvement following governance methods.</li><li>Identify trends, patterns, and provide HR Services teams with training, guidance, and support to continuously improve service delivery quality for enhancing service delivery and operational effectiveness.</li><li>Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices and standards, as and when required.</li><li>Provide ongoing coaching and support to ensure adherence to quality standards and continuous skill development.</li></ul><p>Results Analysis and Reporting:</p><ul><li>Prepare reports and presentations summarizing audit findings, compliance metrics, and recommendations for management review.</li><li>Communicate insights and actionable recommendations with stakeholders, ensuring transparency and accountability.</li><li>Compile audit findings and performance metrics into comprehensive reports for management review.</li></ul><p></p><p>Root Cause Analysis (RCA) and Action Planning:</p><ul><li>Schedule RCA sessions with respective stakeholder to identify the root causes of identified deviations.</li><li>Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement.</li></ul><p></p><p>Continuous Improvement Initiatives:</p><ul><li>Collaborate with ESC stakeholders to drive process improvement initiatives based on QA findings and feedback.</li><li>Participate in cross-functional teams discussions to streamline processes, optimize workflows, and enhance the overall customer experience.</li></ul><p></p><p>Audit &amp; Compliance.</p><ul><li>Support for any QA related audits / reviews requirements independently under minimum guidance</li><li>Support for the internal audit process, closing recommendations, and ensure