Partner Quality Specialist

About the role

The Partner Quality Specialist is responsible for safeguarding customer trust and revenue by improving the quality and reliability of Thunes' payout ecosystem. Working within the QCC team, the role focuses on identifying issues, driving rapid resolution, and implementing sustainable operational improvements.

Key responsibilities

• Proactively identify, analyze, and resolve quality and operational issues across payout partners to minimize customer impact.
• Deep‑dive into data to pinpoint failure causes, separating symptoms from root causes.
• Collaborate directly with payout partners to investigate incidents, agree on root causes, and drive interim fixes and long‑term solutions.
• Lead issue‑resolution efforts across internal teams (Customer Support, Product, Engineering, Operations) ensuring clear ownership.
• Review solution gaps and manage projects to improve internal processes and partner technical setups.
• Define, track, and analyze key quality and performance metrics, presenting actionable insights to stakeholders.
• Continuously improve workflows, tools, and automation to increase transaction success rates and protect revenue.
• Drive cross‑functional quality initiatives that balance speed, scalability, and cost.

Required profile

• 2‑3 years of experience in an operational or technical role, preferably in customer experience, support, or business operations.
• Experience in the payments industry is preferred.
• Strong analytical and problem‑solving abilities with a data‑driven mindset.
• Excellent verbal and written communication skills in English; French is a plus.
• Ability to manage multiple projects, prioritize tasks, and work cross‑functionally.

Required skills

• Experience with customer support platforms such as Zendesk, Salesforce, or Freshdesk.
• Knowledge of process‑improvement methodologies like Lean or Six Sigma.