Partner Quality Specialist

Role Overview

As a Partner Quality Specialist at Thunes, you own the health of the payout network our customers depend on — digging into transaction failures, pinpointing their true origins, and driving fixes that stick. Working inside the QCC team, you act as the connective tissue between our payout partners and internal groups such as Customer Support, Product, Engineering, and Operations, making sure problems get resolved quickly and don't return. Your work directly protects customer trust and revenue at a moment when transaction volumes and market coverage are expanding fast, which makes reliability a competitive advantage rather than a back-office concern.

Key Responsibilities

• Surface and diagnose quality and operational problems across payout partners before they escalate into customer-facing disruption.
• Interrogate transaction and incident data to separate surface-level symptoms from underlying root causes, moving quickly from question to conclusion.
• Engage payout partners directly on investigations, reach shared agreement on what went wrong, and secure both immediate containment and durable corrective measures.
• Convene and coordinate the right internal stakeholders — Customer Support, Product, Engineering, Operations — so that ownership is explicit and decisions are made without delay.
• Identify gaps in proposed fixes and run improvement projects that upgrade internal workflows as well as partner-side technical and operational setups.
• Establish, monitor, and interpret quality and performance metrics, then translate emerging patterns into recommendations stakeholders can act on.
• Refine operating procedures, tooling, and automation with the goal of shortening response times, lifting transaction success rates, and limiting revenue leakage.
• Champion cross-functional quality programmes that improve the customer journey while keeping an eye on speed, scalability, and cost.

Requirements & Qualifications

• Two to three years in an operational or technical position, ideally within customer experience, customer support, or business operations; a background in payments is preferred.
• Demonstrated analytical and problem-solving capability, including comfort interpreting data and turning it into practical recommendations.
• Hands-on familiarity with customer support platforms such as Zendesk, Salesforce, or Freshdesk, along with automation tooling.
• Exposure to process improvement frameworks such as Lean or Six Sigma is advantageous.
• Clear, confident communication and a track record of working productively with a wide range of stakeholders.
• Strong organisational discipline — able to juggle several projects at once and judge what deserves attention first.
• Aptitude for quickly understanding business processes and the technical infrastructure that underpins them.
• Excellent written and verbal communication skills, with the ability to collaborate across functions and teams.

Why Join

• Join a business that has scaled rapidly across global markets and payout corridors, where quality work has a visible effect on customer retention and revenue.
• Operate at the intersection of partner management, analytics, and process design, with regular exposure to senior stakeholders and technical teams.
• Take ownership of initiatives that shape how the payout ecosystem performs as volumes grow, rather than maintaining the status quo.