Senior Specialist HR Operations Support - Quality Assurance and Continuous Improvement

This is a hybrid role. Upon agreement between you and your supervisor, you are entitled to a flexible arrangement where you will be able to split your time between working from the office and working remotely.

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 core values supporting our promise to improve the quality of life of every patient every day. These core values are: We Care. We Connect. We Commit.

Position Summary

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.

Key Responsibilities:

Quality Assurance Audits:

• 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.

Results Analysis and Reporting:

• 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.

Root Cause Analysis (RCA) and Action Planning:

• 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.

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 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.

Our requirements:

• Degree with focus on Human Resources or Business Administration.
• English language proficiency.
• Polish Language proficiency + one more language - any of these languages is a plus (German, Spanish, Italian, Portuguese Turkish, French).
• 4-8 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.
• Ability to deal with ambiguity and to operate in a global decentralized environment where system and process are yet to be aligned.

Our offer: 

• Flexible working hours (start between 6:30 a.m. - 10 a.m.).
• Hybrid work model: 2 days per week from the office for Wrocław-based employees; once per month for employees based in other locations.
• Private medical care in LuxMed.
• PZU life Insurance (voluntary insurance).
• Unlimited international travel Insurance (with a global range).
• Benefits System platform (120 points / month for multisport card, cinema tickets, online shopping etc.).
• Language courses reimbursement (up to 70% of course reimbursement).
• Studies reimbursement (up to 50% of study reimbursement).
• Work abroad possibility (up to 30 days / year).
• Recommendation programme (2000 PLN or 2500 PLN for successful recommendation).
• Holiday allowance (up to 1000 PLN / year).
• Childcare refund (up to 1200 PLN / year).
• Glasses and contact lenses reimbursement (500 PLN per year).
• Occasional gifts (e.g. 1st year anniversary gift).
• Employee Assistance Programme.
• Office team building activities and events.