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.

Key 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

What We Offer

We support our team members with a comprehensive and competitive benefits package, including:

• Competitive compensation
• Health, welfare, and retirement benefits
• 401(k) with a 5% company match
• Flexible work arrangements and strong work-life balance
• 25 days of PTO plus 12 paid holidays for Banking Officers
• 40 hours of paid volunteer time annually
• And more — see our Benefits Overview for details

Location