Visa

2 months ago

Client Care Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Advance quality, risk, and control monitoring across customer care interactions by conducting end-to-end manual reviews and supporting AI-assisted quality intelligence. Analyze quality and control data to identify trends, root causes, and emerging risk themes, then deliver dashboards and executive-ready reporting. Partner with Client Care leadership, operations, training, and risk stakeholders to turn insights into remediation strategies and continuous improvement actions within a hybrid environment.

Location: Manila

Workplace: Hybrid

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

•Perform end-to-end quality reviews of customer interactions across voice, chat, email, cases, and back-office channels to ensure accuracy, consistency, and compliance.
•Support human-in-the-loop AI quality monitoring by reviewing assisted and automated scoring outputs and providing structured feedback.
•Identify quality defects, compliance risks, behavioral gaps, and control failures using manual and AI-enabled analysis.
•Analyze quality, risk, and control data to identify trends, systemic issues, and emerging risk themes; translate findings into measurable business impact.
•Use AI-enabled tools and analytics to validate AI outputs and deliver regular quality, risk, and performance reporting to Client Care leadership.

Key Requirements

•Experience performing quality assurance, testing, risk, or control monitoring in a customer service or operations environment.
•Ability to conduct manual quality reviews and support AI-assisted quality monitoring under moderate supervision.
•Strong analytical and critical-thinking skills 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 with cross-functional stakeholders.

Skills:Analytical thinkingCritical thinkingCommunicationCollaboration

Tech Stack:Microsoft OfficeExcelPowerPointWordPower BITableauCopilotTopic miningSpeech analyticsText analyticsDashboardsVisual analyticsAI-assisted scoring

Company Brief

Visa

Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1958

Glassdoor: 3.8

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Visa

2 months ago

Client Care Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Hybrid

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

•Perform end-to-end quality reviews of customer interactions across voice, chat, email, cases, and back-office channels to ensure accuracy, consistency, and compliance.
•Support human-in-the-loop AI quality monitoring by reviewing assisted and automated scoring outputs and providing structured feedback.
•Identify quality defects, compliance risks, behavioral gaps, and control failures using manual and AI-enabled analysis.
•Analyze quality, risk, and control data to identify trends, systemic issues, and emerging risk themes; translate findings into measurable business impact.
•Use AI-enabled tools and analytics to validate AI outputs and deliver regular quality, risk, and performance reporting to Client Care leadership.

Key Requirements

•Experience performing quality assurance, testing, risk, or control monitoring in a customer service or operations environment.
•Ability to conduct manual quality reviews and support AI-assisted quality monitoring under moderate supervision.
•Strong analytical and critical-thinking skills 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 with cross-functional stakeholders.

Skills:Analytical thinkingCritical thinkingCommunicationCollaboration

Tech Stack:Microsoft OfficeExcelPowerPointWordPower BITableauCopilotTopic miningSpeech analyticsText analyticsDashboardsVisual analyticsAI-assisted scoring

Company Brief

Visa

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 1958

Glassdoor: 3.8

Website LinkedIn Glassdoor