ATM/TCR Operations & Quality Analyst
External
Mtb · Buffalo, NYPrepare for this interview
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Responsibilities
- Operations & Helpdesk Support (Tier 1 Execution)
- Provide Tier 1 support for ATM and TCR incidents
- Monitor alerts, tickets, and system queues in real time
- Troubleshoot hardware and software issues remotely
- Execute standard incident handling procedures and escalations
- Support branches, field technicians, and third-party vendors
- Ensure SLA adherence and timely ticket resolution
- Quality Assurance & Queue Management
- Perform ongoing quality reviews of work queues and tickets
- Validate ticket accuracy, documentation, and resolution quality
- Identify trends, recurring issues, and process gaps
- Ensure consistent application of workflows, prioritization, and escalation criteria
- Provide actionable feedback to improve team performance
- Reporting, Insights & Continuous Improvement
- Track, analyze, and report on quality and operational metrics
- Identify opportunities to reduce repeat incidents and improve service delivery
- Translate data insights into actionable recommendations
- Support development and maintenance of Power BI dashboards
- Automation & Process Optimization
- Identify inefficiencies within Tier 1 workflows and processes
- Support automation initiatives and continuous improvement efforts
- Enhance SOPs and documentation based on quality findings
- Leverage AI and automation tools to improve productivity
- Incident Management & Risk Controls
- Support incident triage and root cause identification
- Ensure adherence to audit, compliance, and control standards
- Identify and escalate risk, control gaps, and anomalies
- Vendor & Stakeholder Collaboration
- Partner with vendors to resolve operational issues
- Identify and escalate recurring vendor-related defects
- Collaborate with internal stakeholders to improve processes and outcomes
- Required Qualifications
- Minimum of 2 years of relevant work experience and/or higher education
- Experience with automation and process improvement initiatives
- Strong analytical skills with SQL proficiency
- Experience with Power BI or similar dashboarding/reporting tools
- Quality analyst background
- Preferred Qualifications (Nice to Have)
- Experience supporting ATM, TCR, or banking operations environments
- Familiarity with ticketing or monitoring systems
Benefits
Additional Information
At M&T Tech, we're a team of makers, doers, and builders working to create advanced technology solutions in banking. We're not your stereotypical suit-and-tie organization-we are an innovative team of tech experts pushing boundaries, solving complex problems, and delivering impactful solutions. Join us as we build tomorrow's bank, today. Role Overview The ATM/TCR Operations & Quality Analyst supports day-to-day ATM and Teller Cash Recycler (TCR) operations while driving service quality and operational excellence. This role combines Tier 1 helpdesk support with quality assurance, focusing on queue management, trend analysis, and continuous improvement.
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