Merchant Ops Performance Management & Documentation Analyst

Xendit provides payment infrastructure across Southeast Asia, with a focus on Indonesia, Philippines, Malaysia, and Thailand. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike. Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs . We’re proud to be featured on among the fastest growing companies by Y-Combinator . 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 ... (truncated, view full listing at source)