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 BRCM Senior Manager is a senior people‑leader role responsible for owning and advancing functional‑area quality, risk, and control monitoring across both human‑delivered and AI‑delivered customer interactions. This role leads the evolution of quality assurance from traditional, sample‑based testing to AI‑enabled, continuous quality intelligence, while ensuring strong governance, defensibility, and measurable business impact.
The Senior Manager directly manages and develops a team of Analysts, providing strategic direction, operational planning, and performance coaching to ensure high‑quality execution, insight generation, and risk mitigation. The role partners closely with Client Care leadership and cross‑functional senior stakeholders to align quality monitoring & control testing strategy with organizational objectives and key results.
This position plays a critical leadership role in driving organizational change, capability uplift, and adoption of AI‑enabled quality & control testing models, while maintaining strong human‑in‑the‑loop frameworks and risk governance. The Senior Manager regularly leads quality and risk performance reviews, influences senior leadership through data‑driven narratives, and ensures quality monitoring delivers clear, measurable functional‑area impact.
Responsibilities:
Quality Strategy & Governance
- Own the functional‑area quality monitoring strategy across voice, chat, email, case, and back‑office interactions, inclusive of both human and AI‑generated evaluations.
- Lead the transition from sample‑based QA to AI‑driven, continuous quality intelligence, ensuring accuracy, consistency, and governance.
- Establish and govern human‑in‑the‑loop quality frameworks, ensuring AI outputs are validated, defensible, and aligned to control standards.
- Oversee AI model quality governance, including monitoring model performance, identifying signal gaps, and driving continuous improvement.
People Leadership & Capability Development
- Directly manage and develop Analysts, setting short‑ to mid‑term operational plans and performance expectations.
- Promote accountability, engagement, and high performance across globally distributed teams and multiple regions.
- Lead workforce planning, resource allocation, performance management, and development planning for direct reports.
- Drive capability uplift in advanced analytics, AI‑assisted quality monitoring & control testing, and consultative influence across the team.
Insight, Influence & Business Impact
- Ensure quality, risk, and control findings are translated into clear, actionable insights that drive operational, behavioral, and policy improvements.
- Influence senior stakeholders through data‑driven narratives, executive‑ready reporting, and performance business reviews.
- Lead and own mid‑term and long‑term action plans addressing systemic quality, compliance, and risk issues.
- Address complex, ambiguous quality and risk problems that span multiple functions, channels, or delivery models.
- Ensure quality monitoring activities deliver measurable functional‑area and business impact.
Operational & Risk Management
- Maintain and govern Quality and Risk Standard Operating Procedures, Risk & Control Self‑Assessments, and audit readiness.
- Serve as senior point‑of‑contact and subject‑matter expert for quality monitoring platforms and tooling, including enhancements and upgrades.
- Partner with Operations, Training, Risk, and other functional leaders to align quality signals to remediation and improvement strategies.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Preferred Qualifications:
- 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
- Minimum 6+ years of experience in customer service, operations, or risk environment related to card issuing, merchant acquiring, or back‑office functions across multiple channels.
- Minimum 4+ years of experience in a People‑Leader role managing teams across regions and multiple services.
- Minimum 3+ years of experience in quality assurance, risk management, or control governance.
- Demonstrated experience leading quality monitoring programs and risk governance activities in regulated or risk‑sensitive environments.
- Strong ability to influence senior stakeholders and present complex insights to large or executive audiences.
- Proficiency with Microsoft Office tools and data visualization platforms (e.g., Excel, PowerPoint, Power BI, Tableau).
- Strong analytical and critical‑thinking skills with the ability to connect quality & control testing signals to business outcomes and risk exposure.
- Experience leading or governing AI‑enabled quality monitoring, including assisted scoring, analytics, or continuous monitoring models.
- Proven success driving organizational change and transitioning teams to new AI operating models or technologies.
- Six Sigma or similar performance‑improvement certification with experience applying data‑driven methodologies.
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.