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.

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

In addition, the ideal candidate will demonstrate the following competencies:

• A curious, proactive self-starter who challenges the status quo and is comfortable trying new approaches to drive better outcomes.
• 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); French is a plus

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The Planning team plays a central role in directing editorial priorities, commissioning content, and coordinating across Africa and World Service Languages. The Senior Journalist will work closely with teams across African languages, World Service, and wider BBC output to ensure strong, distinctive journalism is identified early, planned effectively, and shared widely.

Key responsibilities include:

• Working on key documents communicating content and the news agenda
• Originating and producing stories, including scripting and editing content across BBC output
• Allocating work to a team and checking progress
• Working on digital content and delivering to tight deadlines
• Commissioning and selecting relevant materials that meet BBC editorial standards

The ideal candidate will have:

• Ability to manage resources, staff, technical facilities, and budgets
• Thorough knowledge of African current affairs and audience needs
• Extensive experience in producing and creating digital content
• Experience of working in planning or on big projects and delivering to deadlines
• Ability to build and maintain effective working relationships with teams in African countries
• Experience in producing content for underserved and younger audiences
• Experience in using digital analytics to maximise impact
• Sound understanding of BBC editorial guidelines and commitment to editorial aims

In return, the BBC offers:

• Fair pay and flexible benefits
• Excellent career and professional development
• Support in working life
• A values-based organisation

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