Team Lead, Client Care Operations

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Quality Team Lead is a people manager role responsible for managing a team of professional level employees who support the quality monitoring process.

In addition to having direct leadership responsibility for the quality team and balancing quality accuracy and efficiency while delivering on Visa's Leadership Principles, this is a leadership position that partners directly with Client Care leadership to prioritize strategic initiatives to improve processes and quality performance.

On a regular basis a Quality Lead supports 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 includes collaboration and communication within the department, and occasionally across LOBs if needed, for process improvement and quality evaluation reviews, engaging with managers and senior leaders and cross-functional support teams and aligning on quality scoring decisions, supporting internal and external quality processes.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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 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 of two years leading teams in a people leader role.
• Minimum one years experience in quality assurance or relevant field.
• Proven experience with a Call Recording and Quality Monitoring platform (NICE is preferred)
• 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 and Power BI or Tableau or other data visualization tools.
• Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle.
• 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 Regulations.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 69,300.00 to 88,400.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.