QA Analyst, Client Care

hace 3 semanas

Bogota, Colombia Visa A tiempo completo

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 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. 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.

**Responsibilities**
- 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 mínimal 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.
- Intakes and responds to general quality related inquiries from a Client Care group.
- Leads data analysis activities, and surfaces performance insights.
- Leads, builds and supports performance business reviews for the Client Care leadership team.
- Compiles, analyzes, and provides regular quality reporting to Client Care Leadership and Quality Team.
- Manages related projects, delegates as needed, and sees them through to completion while organizing and prioritizing multiple ongoing tasks.

**Qualifications**:

- Minimum two years 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 a performance improvement methodology.
- 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.

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