Merchant Ops Performance Management & Documentation Analyst

About the Job

As a Merchant Operations Performance & Documentation Analyst, you will play a key role in ensuring operational excellence within the Merchant Operations team. You will be responsible for maintaining high service quality standards through structured quality assurance (QA), performance monitoring, and employee calibration processes.

In this role, you will work closely with Merchant Operations leadership, Compliance, Risk, and cross-functional teams to ensure that operational processes are executed consistently and in line with regulatory and internal standards. You will conduct regular quality reviews, support employee performance calibration, and provide insights to improve team effectiveness and service quality.

Beyond performance management, you will also be responsible for centralizing and maintaining operational knowledge, including SOPs, guidelines, and documentation used by the Merchant Operations team. You will ensure that documentation remains accurate, up-to-date, and accessible, helping the team operate efficiently and consistently.

This role is ideal for someone who is detail-oriented, analytical, and passionate about improving operational quality, process standardization, and team performance in a fast-paced environment.

Minimum Qualifications

Behaviors

• Strong analytical thinking with the ability to identify performance gaps, quality issues, and operational improvement opportunities.
• Detail-oriented with a strong commitment to maintaining high operational and documentation standards.
• Proactive and structured problem solver, capable of identifying root causes and proposing practical solutions.
• Strong communication skills with the ability to collaborate effectively with cross-functional teams and provide constructive feedback.
• Ability to maintain objectivity and consistency when conducting quality reviews and employee calibrations.
• Highly organized with the ability to manage multiple priorities, documentation updates, and quality reviews simultaneously.
• Comfortable working in a fast-paced operational environment while maintaining accuracy and quality.
• Strong ownership mindset with a focus on improving operational efficiency, quality standards, and team performance.

Experience

• Bachelor’s degree from a reputable university majoring in the following or equivalent:
  • Business Administration
  • Finance / Accounting
  • Information Systems / Computer Science
  • Management / Operations Management
• 1–3 years of experience working in operations, quality assurance (QA), business operations, risk/compliance operations, or performance management roles.
• Familiarity with process documentation, SOP creation, or knowledge management systems is a strong advantage.
• Prior experience in fintech, banking, payments, BPO operations, or tech companies is a strong advantage.
• Strong proficiency with Microsoft Office or Google Workspace tools (Excel/Google Sheets, Docs, Slides), including the ability to analyze operational data and maintain documentation.
  • Data cleaning
  • Reporting automation
  • Performance tracking dashboards
• Strong written and verbal communication skills in English and Bahasa Indonesia.

Preferred Qualifications

• Experience in quality auditing, performance evaluation, or operational process monitoring is highly preferred.

Responsibilities

• Quality Assurance & Performance Monitoring : 
• Conduct regular QA reviews on Merchant Operations cases to ensure adherence to internal policies, SOPs, and regulatory requirements.
• Identify quality gaps, operational risks, and process inconsistencies, and provide recommendations for improvement.
• Track and analyze team performance metrics and quality trends to support operational decision-making.
• Ensure team members consistently meet quality and productivity standards defined by Merchant Operations leadership.
• Employee Calibration & Performance Alignment : 
• Facilitate regular calibration sessions with team leads and stakeholders to align evaluation standards across the Merchant Operations team.
• Support employee performance leveling by ensuring fair and consistent quality evaluation.
• Provide structured feedback and insights to help improve individual and team performance.
• Documentation & Knowledge Management : 
• Centralize and maintain Merchant Operations documentation, including SOPs, guidelines, playbooks, and process references.
• Ensure documentation remains accurate, updated, and aligned with current operational practices and regulatory requirements.
• Improve accessibility and organization of internal knowledge resources for operational teams.