Partner Quality Specialist at Thunes

The Partner Quality Specialist plays a key role in protecting customer trust and revenue by strengthening the quality and reliability of our payout ecosystem. Sitting within the QCC team, this role focuses on identifying where and why issues occur, driving fast resolution, and implementing sustainable operational and partner improvements. Success in this role requires strong analytical thinking, a sense of urgency, and close collaboration across internal teams and external partners to continuously improve the end-to-end customer experience.

Key Responsibilities


Proactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption
Deep-dive into data to pinpoint where and why failures occur, separating symptoms from root causes with speed and precision
Work directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions
Lead and coordinate issue resolution efforts across internal teams (Customer Support, Product, Engineering, Operations), ensuring fast alignment and clear ownership
Review solution gaps and project-manage initiatives to improve internal processes and external technical or operational setups with partners
Define, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders
Continuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue
Drive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost


Qualifications


2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations
Candidates with experience in the payments industry are preferred
Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements
Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools
Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus
Strong communication skills and ability to collaborate with multiple stakeholders
Ability to manage multiple projects and prioritize tasks effectively
Ability to grasp processes and the technical infrastructure in place to support them
Excellent verbal and written communication skills
Ability to work cross-functionally and collaborate effectively with various teams


In addition, the ideal candidate will demonstrate the following competencies:


A curious, proactive self-starter who challenges the status quo and is comfortable trying new approaches to drive better outcomes. This is not a "follow the SOP and tick the box" role
Empathetic and improvement-driven, with a strong desire to learn, build new skills, and deliver results
Adaptable and open to change; able to quickly absorb new information and adjust ways of working
Self-aware and growth-oriented; seeks feedback, understands strengths and gaps, and invests in continuous development
Strong problem solver who can cut through noise, identify root causes, and focus on what truly matters
Able to balance speed and quality, making smart trade-offs to get impactful solutions to market
Data-minded with strong analytical skills and the ability to use metrics to inform decisions
Clear, confident communicator—both written and verbal—with experience influencing and persuading senior stakeholders
Collaborative and respectful, able to work effectively across teams, cultures, and partners through influence rather than authority
Action-oriented and well-organized, with strong attention to detail and follow-through
Strong command of English (spoken and written); additional Asian language skills are a plus but not required