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Thunes is a global payments infrastructure company operating a Direct Global Network that enables real-time payments across 140+ countries and 90+ currencies. The network connects to over 12 billion mobile wallets, stablecoin wallets, and bank accounts, plus 15 billion cards via 220+ payment methods. Thunes serves major customers including Uber, Deliveroo, Grab, WeChat, and numerous fintechs, PSPs, and banks.
The Partner Quality Specialist role sits within the Quality & Customer Care (QCC) team and is responsible for protecting customer trust and revenue by strengthening the quality and reliability of Thunes' payout ecosystem. This is a hands-on operational role focused on identifying and resolving issues across payout partners, analyzing root causes, and driving both immediate fixes and sustainable long-term improvements.
Key responsibilities include:
- Proactively identify, analyze, and resolve quality and operational issues across payout partners to minimize customer impact
- Conduct deep-dive data analysis to pinpoint failure points and root causes with speed and precision
- Work directly with external payout partners to investigate incidents, agree on root causes, and implement interim and long-term solutions
- Lead cross-functional coordination with internal teams (Customer Support, Product, Engineering, Operations) to ensure fast resolution and clear ownership
- Review solution gaps and project-manage initiatives to improve internal processes and external technical/operational setups
- Define, track, and analyze key quality and performance metrics; identify trends and present actionable insights to stakeholders
- Continuously improve operational workflows, tools, and automation to reduce response times and increase transaction success rates
- Drive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost
The ideal candidate is a curious, proactive self-starter who challenges the status quo, is empathetic and improvement-driven, and demonstrates strong problem-solving and analytical capabilities. This role requires someone who can balance speed and quality, work effectively across cultures and teams through influence, and maintain strong attention to detail.
REQUIREMENTS:
- 2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations
- Experience in the payments industry is preferred
- Strong analytical and problem-solving skills with 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 technical infrastructure
- Excellent verbal and written communication skills
- Strong command of English (spoken and written); French is a plus
