{"id":2118986,"url":"https://alion.io/job/thunes-partner-quality-specialist","title":"Partner Quality Specialist","company":{"id":5845,"name":"Thunes","domain":"thunes.com","url":"https://alion.io/company/thunes","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Finance","role_family":"Finance","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":39000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3072},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false}],"status":"live","first_seen_at":"2026-10-06T10:26:07Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-16T03:14:51Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About Thunes\nThunes is the Smart Superhighway to move money around the world. \nThunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 140 countries and more than 90 currencies. Thunes’ Network connects directly to over 12 billion mobile wallets, stablecoin wallets and bank accounts worldwide, as well as 15 billion cards via more than 220 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay HK and many more. Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house SmartX Treasury System and Fortress Compliance Platform, ensuring Members of the Network receive unrivaled speed, control, visibility, protection, and cost efficiencies when making real-time payments, globally. Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Headquartered in Singapore, Thunes has offices in 15 locations, including Atlanta, Barcelona, Beijing, Dubai, Hong Kong, Johannesburg, London, Manila, Nairobi, New York, Paris, Riyadh, San Francisco and Shanghai. For more information, visit: https://www.thunes.com .\nContext of the Role\nThunes 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.\nThe 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.\nKey Responsibilities\nProactively identify, analyze, and resolve quality and operational issues across payout partners, minimizing customer impact and transaction disruption\nDeep-dive into data to pinpoint where and why failures occur, separating symptoms from root causes with speed and precision\nWork directly with payout partners to investigate incidents, agree on root causes, and drive both interim fixes and sustainable long-term solutions\nLead and coordinate issue resolution efforts across internal teams (Customer Support, Product, Engineering, Operations), ensuring fast alignment and clear ownership\nReview solution gaps and project-manage initiatives to improve internal processes and external technical or operational setups with partners\nDefine, track, and analyze key quality and performance metrics; identify trends and present clear, actionable insights to stakeholders\nContinuously improve operational workflows, tools, and automation to reduce response times, increase transaction success rates, and safeguard revenue\nDrive cross-functional quality improvement initiatives that enhance customer experience while balancing speed, scalability, and cost\nQualifications\n2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations\nCandidates with experience in the payments industry are preferred\nStrong analytical and problem-solving skills, with the ability to interpret data and recommend improvements\nExperience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools\nKnowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus\nStrong communication skills and ability to collaborate with multiple stakeholders\nAbility to manage multiple projects and prioritize tasks effectively\nAbility to grasp processes and the technical infrastructure in place to support them\nExcellent verbal and written communication skills\nAbility to work cross-functionally and collaborate effectively with various teams\nIn addition, the ideal candidate will demonstrate the following competencies:\nA 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\nEmpathetic and improvement-driven, with a strong desire to learn, build new skills, and deliver results\nAdaptable and open to change; able to quickly absorb new information and adjust ways of working\nSelf-aware and growth-oriented; seeks feedback, understands strengths and gaps, and invests in continuous development\nStrong problem solver who can cut through noise, identify root causes, and focus on what truly matters\nAble to balance speed and quality, making smart trade-offs to get impactful solutions to market\nData-minded with strong analytical skills and the ability to use metrics to inform decisions\nClear, confident communicator-both written and verbal-with experience influencing and persuading senior stakeholders\nCollaborative and respectful, able to work effectively across teams, cultures, and partners through influence rather than authority\nAction-oriented and well-organized, with strong attention to detail and follow-through\nStrong command of English (spoken and written); French is a plus \nSound like you? Apply now!","description_format":"text","description_chars":5438,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways","Money Transfer & Remittances"],"lifecycle":[{"event":"open","at":"2026-10-08T23:51:27Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.605,"p_room":0.9,"age_days":9,"expected_fill_days":24,"reasons":["conf:2","stale_co","velocity","win:mid","comp:junior"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/thunes-partner-quality-specialist","json_url":"https://alion.io/job/thunes-partner-quality-specialist.json","meta":{"generated_at":"2026-10-16T06:11:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3636,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5845},"rest":"https://alion.io/mcp/rest/get_company?id=5845"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthunes-partner-quality-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthunes-partner-quality-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthunes-partner-quality-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thunes-partner-quality-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthunes-partner-quality-specialist"}]}