ATM/TCR Operations & Quality Analyst

THIS ROLE IS FRIDAY - MONDAY 1130AM to 10PMAt 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 OverviewThe 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 ResponsibilitiesOperations & Helpdesk Support (Tier 1 Execution)Provide Tier 1 support for ATM and TCR incidentsMonitor alerts, tickets, and system queues in real timeTroubleshoot hardware and software issues remotelyExecute standard incident handling procedures and escalationsSupport branches, field technicians, and third-party vendorsEnsure SLA adherence and timely ticket resolutionQuality Assurance & Queue ManagementPerform ongoing quality reviews of work queues and ticketsValidate ticket accuracy, documentation, and resolution qualityIdentify trends, recurring issues, and process gapsEnsure consistent application of workflows, prioritization, and escalation criteriaProvide actionable feedback to improve team performanceReporting, Insights & Continuous ImprovementTrack, analyze, and report on quality and operational metricsIdentify opportunities to reduce repeat incidents and improve service deliveryTranslate data insights into actionable recommendationsSupport development and maintenance of Power BI dashboardsAutomation & Process OptimizationIdentify inefficiencies within Tier 1 workflows and processesSupport automation initiatives and continuous improvement effortsEnhance SOPs and documentation based on quality findingsLeverage AI and automation tools to improve productivityIncident Management & Risk ControlsSupport incident triage and root cause identificationEnsure adherence to audit, compliance, and control standardsIdentify and escalate risk, control gaps, and anomaliesVendor & Stakeholder CollaborationPartner with vendors to resolve operational issuesIdentify and escalate recurring vendor-related defectsCollaborate with internal stakeholders to improve processes and outcomesRequired QualificationsMinimum of 2 years of relevant work experience and/or higher educationExperience with automation and process improvement initiativesStrong analytical skills with SQL proficiencyPreferred Qualifications (Nice to Have)Experience with Power BI or similar dashboarding/reporting toolsQuality analyst backgroundExperience supporting ATM, TCR, or banking operations environmentsFamiliarity with ticketing or monitoring systemsWhat We OfferWe support our team members with a comprehensive and competitive benefits package, including:Competitive compensationHealth, welfare, and retirement benefits401(k) with a 5% company matchFlexible work arrangements and strong work-life balance25 days of PTO plus 12 paid holidays for Banking Officers40 hours of paid volunteer time annuallyAnd more — see our Benefits Overview for detailsM&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationBuffalo, New York, United States of AmericaSummaryLocation: Buffalo, NYType: Full time