Senior Quality & Operations Specialist US Process Operations

Location: Coimbatore, Tamil Nadu
Work Model: Work From Office (WFO)
Experience: 5+ Years
Employment Type: Full-Time
Shift: 9:00 am to 6:00 pm IST

Position Overview

We are looking for an experienced Senior Quality & Operations Specialist to support quality control, workflow management, and SLA performance for a US-based operations team.

The role is responsible for reviewing high-volume operational documentation and transactions, ensuring deliverables meet defined quality standards and client-specific requirements, identifying errors and exceptions, coordinating corrections, and ensuring work is completed within established SLAs.

The ideal candidate will have strong experience in quality control, process operations, documentation review, SLA management, exception handling, and high-volume service environments.

Candidates with experience in US Mortgage, Insurance, Banking Operations, Healthcare Operations, BPO/KPO, E-commerce, Logistics, Supply Chain, Title Search, or other document-intensive US processes are encouraged to apply.

Key Responsibilities

Quality Control & Process Review

- Review operational documents, case records, transactions, and service deliverables for accuracy, completeness, and adherence to defined requirements.
- Evaluate completed work and determine whether it meets established quality standards or requires correction/rework.
- Identify missing information, inconsistencies, errors, and process exceptions.
- Perform quality audits and maintain consistent quality standards across assigned processes.
- Ensure work is completed accurately before and after key process milestones, as applicable.
- Apply client-specific procedures, quality guidelines, and SOPs consistently.

SLA & Workflow Management

- Monitor daily workloads and ensure assigned work is completed within defined SLAs.
- Monitor pending, aging, and late cases and identify items at risk of SLA breach.
- Take appropriate action on cases that fall outside SLA or do not have a clear action plan.
- Coordinate with relevant operational teams to resolve exceptions and avoid delays.
- Escalate critical SLA risks and unresolved issues to the appropriate stakeholders.
- Maintain ownership of assigned workflows and ensure no cases or required actions are missed.

Communication & Coordination

- Communicate quality issues, rejected work, and required corrections clearly and professionally through email and chat.




- Provide specific and actionable feedback to operations teams.
- Coordinate with internal teams and US-based stakeholders to achieve timely resolution.
- Recommend practical alternatives when process issues may impact turnaround time or SLA.
- Maintain clear, professional, and accurate written communication.

Reporting & Quality Management

- Prepare daily and periodic quality reports.
- Track quality findings, error categories, rework, exceptions, SLA breaches, and pending actions.
- Identify recurring quality issues and communicate trends to management.
- Support quality calibration and standardization activities.
- Maintain accurate records of audits, findings, corrective actions, and operational exceptions.
- Assist in identifying root causes of recurring errors.

Process Improvement & Technology

- Identify opportunities to improve quality, reduce rework, improve turnaround time, and streamline workflows.
- Participate in process improvement and automation initiatives.
- Work with internal technology/product teams to identify opportunities for technology-enabled quality control.
- Contribute to SOPs, process documentation, checklists, quality guidelines, and workflow improvements.
- Support implementation of new processes, tools, and client-specific requirements.

Required Qualifications

- 5+ years of experience in quality control, quality assurance, operations, process audit, transaction processing, or a similar high-volume service environment.
- Experience working in a structured, SLA-driven operational environment.
- Demonstrated experience reviewing work for accuracy, completeness, and adherence to defined standards.
- Strong understanding of SLA management, exception handling, rework, and escalation processes.
- Ability to make independent and time-sensitive operational decisions.
- Excellent written English communication skills.
- Ability to write clear, concise, and professional emails.
- Strong attention to detail and ability to identify errors and inconsistencies.
- Strong organizational and multitasking skills.




- Ability to work independently in a high-volume, deadline-driven environment.
- Strong proficiency in MS Office, particularly Excel, Word, and Outlook.
- Comfortable working with PDF/document management tools and web-based workflow applications.

Preferred Experience

Experience in any of the following environments will be an advantage:

- US Mortgage Operations
- Mortgage Processing / Post-Closing
- Mortgage Quality Control
- Mortgage Documentation Review
- Legal Document Processing
- US Insurance Operations
- Banking Operations
- Healthcare Operations / RCM
- BPO / KPO Operations
- E-commerce Operations
- Logistics / Supply Chain Operations
- Legal Process Outsourcing
- Other US-based document-intensive or transaction-processing operations

Experience working with US clients or US-based processes is preferred.

Key Skills

Quality & Operations

- Quality Control
- Process Audit
- Transaction Review
- Documentation Review
- SLA Management
- Exception Management
- Rework Management
- Escalation Management
- Workflow Management
- Root Cause Analysis
- Process Improvement

Communication

- Written English
- Business Email Communication
- Stakeholder Coordination
- Clear and Qualified Feedback

Technical

- MS Excel
- MS Word
- MS Outlook
- Adobe Acrobat / PDF
- Web-based workflow applications
- Basic reporting and data analysis

Behavioral Competencies

- Strong ownership and accountability
- Quality-first mindset
- Exceptional attention to detail
- Sound judgment and decision-making
- Ability to prioritize competing deadlines
- Strong problem-solving skills
- Ability to work independently
- Strong organizational skills
- Professional communication
- Adaptability to changing processes
- Willingness to learn new systems and processes

Work Environment

- Work From Office – Coimbatore
- High-volume operational setting
- Primarily email, chat, workflow applications, and internal collaboration tools
- Limited phone interaction
- Requires consistent adherence to quality and SLA standards

Education

Bachelor's degree in any discipline preferred.

Success Measures

Performance will be measured based on:

- Quality and audit accuracy
- SLA adherence
- Timely identification and resolution of exceptions
- Rework and rejection accuracy
- Turnaround time
- Reporting accuracy
- Communication quality
- Process adherence
- Process improvement contributions
- Ability to prevent cases from being missed or delayed

📌 Senior Quality Control Analyst (Coimbatore)
🏢 Intelligent Interacts
📍 Coimbatore