Client Services & Process Engineering Specialist

Location: Kochi, Kerala, India | Fragomen US Capability Center

About the Role

Fragomen's US Capability Center in Kochi is hiring a Client Services professional with Process Engineering capabilities. This is primarily a client services role with an added focus on standardizing, documenting, and improving the quality of the processes behind those engagements.

Key Responsibilities

• Serve as a client-facing point of contact, ensuring engagement commitments and turnaround times are met
• Design and run quality review checkpoints across recurring workflows
• Identify recurring error patterns and root-cause them to process gaps rather than individual mistakes
• Document standard operating procedures and keep them current as processes evolve
• Build lightweight audit trackers to measure error rates and improvement over time
• Partner with team leads to pilot process changes before wider rollout
• Report quality metrics and improvement trends to leadership on a recurring cadence

What We're Looking For

• 2–5 years of experience in quality assurance, process improvement, or operations audit roles
• Strong documentation skills — able to turn a messy process into a clear, followable SOP
• Comfortable working with error-rate and ratio-based metrics to demonstrate impact
• Detail-oriented with a diplomatic approach to flagging issues without assigning blame
• Familiarity with Excel-based tracking; exposure to Lean/Six Sigma concepts is a plus

What We Offer

• A dedicated mandate to improve quality rather than just report on it
• Visibility into leadership on the tangible impact of process fixes
• A structured entry point into process engineering within a global immigration services environment

How to Apply

Interested candidates can apply directly via LinkedIn.