Senior Specialist, HR Operations Support – Quality Assurance, Continuous Improvement

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Fresenius Medical Care

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

⚕️ Healthcare Insurance

💊 Pharmaceuticals

🔬 Science

💰 $6.1M Post-IPO Equity on 2020-02

Healthcare Insurance • Pharmaceuticals • Science

Fresenius Medical Care is a global health care company specializing in providing products and services for individuals with renal diseases. Founded in 1996, Fresenius Medical Care is the leading provider of dialysis treatment, building on the expertise of its parent company, the Fresenius health care group. The company is dedicated to improving the quality of life for patients worldwide by delivering high-quality care and innovative renal therapies. With a global presence, Fresenius Medical Care operates over 4,000 dialysis clinics and employs more than 125,000 people. The company's core values include collaboration, proactivity, reliability, and excellence, fostering a diverse and inclusive work environment to support its mission in delivering superior patient care.

📋 Description

• 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. • Monitor the quality and accuracy of HR data, documentation, and transactions to identify discrepancies, reduce errors, or gaps. • Identify areas for improvement and provide actionable feedback to ESC representatives. • Monitor key performance indicators (KPIs) related to service quality and efficiency. • 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. • 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. • Deliver QA training sessions and workshops to ESC supervisors on quality assurance best practices and standards, as and when required. • Provide ongoing coaching and support to ensure adherence to quality standards and continuous skill development. • Prepare reports and presentations summarizing audit findings, compliance metrics, and recommendations for management review. • Communicate insights and actionable recommendations with stakeholders, ensuring transparency and accountability. • Compile audit findings and performance metrics into comprehensive reports for management review. • Schedule RCA sessions with respective stakeholder to identify the root causes of identified deviations. • Formulate action plans collaboratively with HR Hub teams to address identified issues and drive continuous improvement. • Collaborate with ESC stakeholders to drive process improvement initiatives based on QA findings and feedback. • Support for any QA related audits / reviews requirements independently under minimum guidance. • Support for the internal audit process, closing recommendations, and ensure that the HR Operations Hub teams follow the obligations of HR compliances.

🎯 Requirements

• 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 global environment • 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, including case management, employee inquiries, and transactional services. • 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 collaborative, influencing skills to articulate complex concepts and provide constructive feedback. • 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 Turkish and English language – reading, writing and speaking is a must, other language (Italian, French, Portuguese, Spanish) knowledge would be an added advantage.

🏖️ Benefits

• Health insurance • Professional development opportunities