About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
The Quality Specialist is an individual contributor role responsible for performing activities related to quality monitoring and quality evaluations 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. Responsibilities Include:
- Evaluate work performed by team members and provides feedback based on adherence to documented guidelines and procedures.
- Responds to manager inquiries in support of aligning scoring assessment decision and calibration.
- Maintains scoring accuracy levels within calibrations targets ensuring that quality evaluations have minimal errors.
- Completes work efficiently ensuring that work assignments are completed on time.
- Leads calibration sessions ensuring consistency in scoring assessments across teams.
- Evaluates work performed by vendor quality teams measuring scoring variances to assess scoring accuracy.
- Analyses and provides insights for a team or a team member's performance, supporting the training and coaching process.
- Administers and leads internal and external interaction research request process ensuring responses are accurate, timely and meet all compliance requirements.
- Leads internal and external (Call, Case, Email, Chat) review sessions process ensuring it meets all compliance requirements.
- Intakes and responds to general quality related inquiries from a Client Care group.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Basic Qualifications
- Minimum of four 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)
Preferred Qualifications
- Has previous quality assurance experience
- Has previous experience presenting to small groups.
- 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 and Power Point.
- 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:
- Language support, any language
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.