The\u00a0Partner Quality Specialist\u00a0plays 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.<\/p>\n
Key Responsibilities<\/p>\n
\tProactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption.
\n\tDeep-dive into data to pinpoint where and why failures occur, separating symptoms from root causes with speed and precision.
\n\tWork directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions.
\n\tLead and coordinate issue resolution efforts across internal teams (Customer Support, Product, Engineering, Operations), ensuring fast alignment and clear ownership.
\n\tReview solution gaps and project-manage initiatives to improve internal processes and external technical or operational setups with partners.
\n\tDefine, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders.
\n\tContinuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue.
\n\tDrive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost.<\/p>\n
Qualifications<\/p>\n
\t2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations.
\n\tCandidates with experience in the payments industry are preferred.
\n\tStrong analytical and problem-solving skills, with the ability to interpret data and recommend improvements.
\n\tExperience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools.
\n\tKnowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
\n\tStrong communication skills and ability to collaborate with multiple stakeholders.
\n\tAbility to manage multiple projects and prioritize tasks effectively.
\n\tAbility to grasp processes and the technical infrastructure in place to support them.
\n\tExcellent verbal and written communication skills.
\n\tAbility to work cross-functionally and collaborate effectively with various teams<\/p>\n
Apply Through:<\/p>\n
www.thunes.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.thunes.com","_company_name":"Thunes","_company_website":"https:\/\/www.thunes.com\/","_company_tagline":"At Thunes we made it our mission and we work 24\/7\/365 to solve one of the world\u2019s most pressing problems: making financial services global and accessible to everyone. We are able to do this by interconnecting diverse payment systems that enable better movement of funds into and ou... read moret of emerging economies. Our network makes it possible for Mobile Wallet Operators, Corporations, Merchants, Money Transfer Operators and Banks to move funds in real time to and from emerging countries. We offer three key payment solutions (P2P remittance processing, corporate mass payouts and digital payment services) and our global network spans over 80 countries.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[716,693,717],"job-types":[687],"class_list":{"0":"post-93008","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/93008","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=93008"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=93008"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=93008"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=93008"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}