Partner Quality Specialist

Job Description

Requirements

• 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
• 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

Responsibilities

• 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