ATM​/TCR Operations & Quality Analyst

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.

• 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

• 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

• 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

• 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

• Support incident triage and root cause identification
• Ensure adherence to audit, compliance, and control standards
• Identify and escalations risk, control gaps, and anomalies

• Partner with vendors to resolve operational issues
• Identify and escalation recurring vendor-related defects
• Collaborate with internal stakeholders to improve processes and outcomes

• 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

• Experience supporting ATM, TCR, or banking operations environments
• Familiarity with ticketing or monitoring systems

• 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

Pay range: $26.00 - $43.34 hourly (USD).

Location:

Buffalo, New York, United States of America.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.