Context of the Role
Thunes has experienced rapid global growth over the past few years, onboarding customers across multiple markets and payout corridors. While acquiring new customers remains critical, retaining and supporting existing customers—especially as transaction volumes scale—is equally essential.
The Partner Quality Specialist plays 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.
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
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
Let RezSync handle this application.
Sign up, upload your resume, and RezSync tailors your documents to roles like this one and applies for you — with a full log and a pause switch you own.
Prefer to apply yourself? Apply on jobwebkenya.com