Payments Operations & Analytics Specialist

Quilt-Software; Provo (UT); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Career growth

Team environment

Job summary

Quilt Software is seeking a Payments Operations Analyst to bridge support, product, and development teams, ensuring seamless integration and efficient resolution of operational and technical issues. You will analyze ticket data, surface trends, and develop deep domain knowledge of Quilt's payment systems to drive improvements.

The role requires excellent communication, prioritization of multiple priorities, and a proactive problem-solving approach in a fast-paced environment.

Qualifications

• Bridge communications between support, product and development teams.
• Analyze support tickets to identify trends and root causes.
• Develop knowledge of Quilt's payment systems and integrations.
• Prepare reports on issues and KPI for senior management.

Responsibilities

• Serve as the primary liaison between support, product, and development teams, facilitating open and effective communication to enhance collaboration and problem resolution.
• Monitor and respond to internal support tickets, ensuring clear, timely, and prioritized communication to appropriate technical teams for swift action.
• Analyze support tickets and associated data to identify trends, recurring issues, and patterns across payment systems, translating findings into clear, actionable insights.
• Develop and maintain a strong working understanding of Quilt's payment systems, processors, and integrations to accurately diagnose issues and route them effectively.
• Use AI-powered tools and techniques to analyze support tickets, accelerate root cause identification, and surface systemic issues before they elevate.
• Consolidate and articulate feedback from various channels, including customer support and internal teams, to help inform product improvements and development priorities.
• Organize and lead regular meetings with stakeholders to discuss system performance, gather feedback, and coordinate responses to technical issues, maintaining a central role in information dissemination.
• Develop and maintain clear documentation of processes and feedback loops to ensure consistency in communication and procedures.
• Prepare and deliver reports on issue trends, root causes, resolution status, and system updates, and payments operations KPIs to senior management, providing insights for strategic decision-making.
• Implement communication strategies that promote a culture of feedback and continuous improvement within the technical operations framework.

Skills

Strong communication

Data analysis

Cross-functional collaboration

Problem-solving

Organized

Self-starter

AI/ML tools

Tools

AI/ML tools

Job description

Quilt Software is seeking a Payments Operations Analyst to bridge support, product, and development teams, ensuring seamless integration and efficient resolution of operational and technical issues. You will analyze ticket data, surface trends, and develop deep domain knowledge of Quilt's payment systems to drive improvements.

The role requires excellent communication, prioritization of multiple priorities, and a proactive problem-solving approach in a fast-paced environment.