The Customer Experience Operations Improvement Specialist plays a key role in protecting customer trust and revenue by strengthening the quality and reliability of our payout ecosystem. Sitting within the Quality Control and Compliance (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 and Experience
- BA/BSc/HND qualification in a relevant field.
- 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.
