Process Quality Engineer

Job Overview

Infosys BPM is looking for a detail-oriented Process Specialist to join our operations team at the Technopark Campus in Thiruvananthapuram. In this role, you will manage day-to-day business process operations, ensure client Service Level Agreements (SLAs) are met, and drive process optimization and Quality Assurance across service streams.

Key Responsibilities

• Operations & SLA Management: Execute daily transactional tasks, process client requests, and maintain high accuracy while adhering to established SLAs and turnaround times.

• Process Improvement: Identify operational bottlenecks, implement process improvement initiatives, and update standard operating procedures (SOPs).

• Quality & Compliance: Perform regular audit checks, deliver feedback to team members, and ensure strict compliance with client data privacy guidelines.

• Client & Stakeholder Communication: Act as an escalation point for complex process queries and collaborate with client stakeholders to report operational metrics.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Commerce, IT, or a related discipline.

• 2–4 years of experience in business process management, back-office operations, or shared services.

• Excellent written and verbal communication skills in English.

• Strong proficiency in MS Office (Excel, PowerPoint) and enterprise ERP/ticketing systems.

• Analytical mindset with solid problem-solving skills and willingness to work flexible operational shifts.