Quality Analyst
Quality Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
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 Bachelors Degree or an Advanced Degree (e.g. Masters MBA JD MD or PhD)
Preferred Qualifications
3 or more years of work experience with a Bachelors 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 Visas 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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
