Qualifications
Key ResponsibilitiesProactively identify, analyze, and resolve quality and operational issues across payout partners, thereby minimizing customer impact and transaction disruptions.Conduct in-depth data analysis to determine the root causes of failures swiftly and accurately.Collaborate directly with payout partners to investigate incidents, identify root causes, and implement both temporary fixes and lasting solutions.Lead and coordinate resolution efforts across various internal teams, including Customer Support, Product, Engineering, and Operations, ensuring quick alignment and clear accountability.Assess solution gaps and manage projects aimed at enhancing internal processes and external partner setups.Define, monitor, and analyze critical quality and performance metrics; identify trends and provide actionable insights to stakeholders.Continuously refine operational workflows, tools, and automation to enhance response times and safeguard revenue.Champion cross-functional quality improvement initiatives that elevate customer experience while balancing efficiency and cost.Qualifications2-3 years of experience in an operational or technical capacity, ideally within customer experience, support, or business operations.Preferred candidates will have experience in the payments industry.Strong analytical and problem-solving skills, with the capacity to interpret data and suggest improvements.
About the job
Partner Quality Specialist
Role Overview
As a rapidly expanding global player in financial technology, Thunes is looking to enhance its customer experience by ensuring high standards of quality and reliability in our payout processes. The Partner Quality Specialist will play a pivotal role in nurturing customer trust and driving revenue by ensuring the integrity of our payout ecosystem. This role is situated within the Quality Control and Compliance (QCC) team and is crucial for diagnosing service disruptions, expediting resolutions, and implementing sustainable improvements both operationally and with our partners.
Success in this role demands strong analytical capabilities, a proactive approach to problem-solving, and effective collaboration with both internal teams and external partners to enhance the overall customer journey.