Atm Tcr Operations & Quality Analyst

THIS ROLE IS FRIDAY - MONDAY 1130AM to 10PM 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** **Preferred Qualifications (Nice to Have)** * Experience with **Power BI or similar dashboarding/reporting tools** * Quality analyst background * 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 M&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. **Location** ============ Buffalo, New York, United States of America