Client Care Quality Analyst
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 Analyst is an individual contributor role responsible for advancing quality, risk, and control monitoring through a combination of manual evaluation,AI-enabledquality intelligence, anddata-driveninsight generation. The role supportsfirst-line-of-defenserisk governance by performing quality reviews, monitoring control effectiveness,identifyingemerging risks, and enabling continuous improvement across customer interactions and operational processes.
The Quality Analyst analyzes patterns,identifiesroot 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 leveragesAI-assistedquality tools, advanced analytics, and visualization platforms to surfacenon-obviousinsights, support governance ofHu &AIdriven quality models, and deliver clear,decision-readynarratives that inform leadership priorities and investments.
Key Responsibilities:
Quality & Risk Monitoring:
- Performend-to-endquality reviews of customer interactions across voice, chat, email, case, andback-officechannels, ensuring accuracy, consistency, and compliance with documented standards.
- Supporthuman-in-the-loopAI quality monitoring, including reviewingassistedand automated scoring outputs and providing structured feedback to improve model performance.
- Identifyquality defects, compliance risks, behavioral gaps, and control failures through manual andAI-enabledanalysis.
Analysis & Insight Generation:
- Analyze quality, risk, and control data across segments, channels, and time toidentifytrends, 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 andco-designtargeted improvement actions.
- Lead andparticipatein 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.
AI-EnabledQuality & Governance:
- Leverage AI tools (e.g., Copilot,assistedscoring, topic mining,speechand text analytics) to accelerate insight generation whilevalidatingAI outputs for accuracy and defensibility.
- Identifysystematic gaps inAuto/AIscoring and support governance efforts to improve model signal fidelity and exception handling.
- ApplyAI-drivenquality signals to prioritizehigh-riskinteractions and focus remediation efforts where impact is greatest.
Communication & Presentation:
- Synthesize complex findings into clear,audience-specificnarratives that articulate what changed, why it matters, and what action isrequired.
- Deliver concise insight briefs andexecutive-readymaterials that drive understanding, alignment, and action.
This is a hybrid position. Expectation of days in 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
Required Qualifications: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 AI-assisted quality monitoring under moderate supervision.
Strong analytical and critical-thinking 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 cross-functional stakeholders.
Preferred Qualifications:
Experience analyzing quality signals across both human-delivered and AI-delivered 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 AI-enabled quality tools, speech/text analytics, and assisted scoring 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.