Quality Analyst Primary Cybersource

The Quality Analyst is an individual contributor role responsible for advancing quality risk and control monitoring through a combination of manual evaluation AIenabled quality intelligence and datadriven insight generation. The role supports firstlineofdefense risk governance by performing quality reviews monitoring control effectiveness identifying emerging risks and enabling continuous improvement across customer interactions and operational processes.

The Quality Analyst analyzes patterns identifies root causes and influences operational change. The analyst partners closely with Client Care leadership operations training and risk stakeholders to translate quality and control signals into actionable insights remediation strategies and performance improvements.

This role leverages AIassisted quality tools advanced analytics and visualization platforms to surface nonobvious insights support governance of Hu & AI driven quality models and deliver clear decisionready narratives that inform leadership priorities and investments.

Responsibilities:

Quality & Risk Monitoring

• Perform endtoend quality reviews of customer interactions across voice chat email case and backoffice channels ensuring accuracy consistency and compliance with documented standards.
• Support humanintheloop AI quality monitoring including reviewing assisted and automated scoring outputs and providing structured feedback to improve model performance.
• Identify quality defects compliance risks behavioral gaps and control failures through manual and AIenabled analysis.

Analysis & Insight Generation

• Analyze quality risk and control data across segments channels and time to identify trends systemic issues and emerging risk themes.
• Translate quality and control findings into measurable business impact connecting defects to process policy or behavioral drivers.
• Compile analyze and deliver regular quality risk and performance reporting to Client Care leadership using dashboards and visual analytics.

Consultative Partnership & Influence

• Partner with Operations Training and Functional Leaders to reframe defects as process or policy gaps and codesign targeted improvement actions.
• Lead and participate in calibration sessions governance forums and quality consistency reviews to ensure alignment across teams vendors and AI models.
• Serve as a trusted quality and risk advisor influencing decisions remediation priorities and performance improvement strategies without direct people management.

AIEnabled Quality & Governance

• Leverage AI tools (e.g. Copilot assisted scoring topic mining speech and text analytics) to accelerate insight generation while validating AI outputs for accuracy and defensibility.
• Identify systematic gaps in Auto/AI scoring and support governance efforts to improve model signal fidelity and exception handling.
• Apply AIdriven quality signals to prioritize highrisk interactions and focus remediation efforts where impact is greatest.

Communication & Presentation

• Synthesize complex findings into clear audiencespecific narratives that articulate what changed why it matters and what action is required.
• Deliver concise insight briefs and executiveready materials that drive understanding alignment and action.

This is a hybrid position. Expectation 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)
• Experience performing quality assurance testing risk or control monitoring activities in a customer service or operations environment.
• Demonstrated ability to conduct manual quality reviews and support AIassisted quality monitoring under moderate supervision.
• Strong analytical and criticalthinking skills with the ability to identify trends root causes and performance gaps. Proficiency with Microsoft Office tools (Excel PowerPoint Word) and experience navigating multiple systems and data sources.
• Ability to clearly document findings communicate insights and collaborate effectively with crossfunctional stakeholders.
• Experience analyzing quality signals across both humandelivered and AIdelivered interactions.
• Proficiency with data visualization and analytics tools (e.g. Power BI Tableau) to build dashboards and performance reporting.
• Experience translating automated quality outputs into prioritized coaching remediation or process improvement insights. Familiarity with AIenabled quality tools speech/text analytics and assisted scoring methodologies.

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 :

Yes

Employment Type :

Full-time