Quality Analyst

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Quality Analyst is an individual contributor role responsible for performing, and sometimes delegating activities related to quality monitoring and quality evaluation across multiple services, service tiers and languages following documented guidelines and procedures for Client Care groups.

This includes collaboration and communication within the department for process improvement and quality evaluation reviews, engaging with managers and cross-functional support teams and aligning on quality scoring decisions, supporting internal and external quality processes, and meeting performance targets which include accuracy and efficiency.

Additionally, the Quality Analyst supports and leads efforts related to quality business performance reviews, owns mid-term and long-term action plans, and engages and influences cross-functional teams to deliver on performance and project goals.

This is a hybrid position. Expectations of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications
•2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications
•3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
•Minimum of six years of experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, Back Office or Social Media)
•Minimum two years of experience in quality assurance or relevant field.
•Has previous experience presenting to large audiences.
•A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting/exceeding performance results.
•Proficiency with MS Outlook, Word, Excel, Power Point.
•Six Sigma Certified (or alike) with experience in performance improvement methodology.
•Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.
•Subject matter expert with applicable service and all support tools and processes.
•Demonstrates language proficiency required for the applicable services.
•For the services supported, demonstrates the applicable knowledge of Visa’s International Operating Regulations, Network Operating Regulations, Visa Rules, and US Federal Regulation.
Additional Preferred Qualifications
•Proficiency with Power BI or Tableau or other data visualization tools.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.