Visa

2 days 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: 22 hours agoStatus: Live

Job Summary

Serve as an individual contributor quality analyst for Client Care, improving quality, risk, and control monitoring across customer interactions in voice, chat, email, cases, and back-office channels. Perform end-to-end manual reviews, validate AI-assisted quality scoring, identify defects and compliance risks, analyze trends and root causes, and deliver decision-ready dashboards and executive insights to leadership and stakeholders. Work in a hybrid environment with at least 3 days in office.

Location: Bogotá

Workplace: Hybrid

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Perform end-to-end quality reviews of customer interactions across voice, chat, email, case, and back-office channels for accuracy, consistency, and compliance.
•Support human-in-the-loop AI quality monitoring by reviewing assisted/automated scoring outputs and providing feedback to improve model performance.
•Identify quality defects, compliance risks, behavioral gaps, and control failures using manual and AI-enabled analysis.
•Analyze quality, risk, and control data across segments, channels, and time to identify trends, systemic issues, and emerging risk themes.
•Deliver regular quality/risk/performance reporting and decision-ready narratives to Client Care leadership using dashboards and visual analytics.

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 (Excel, PowerPoint, Word) and ability to navigate multiple systems and data sources.
•Ability to document findings, communicate insights, and collaborate with cross-functional stakeholders.

Skills:Analytical thinkingCritical thinkingCommunicationCollaborationStakeholder management

Tech Stack:Microsoft OfficeExcelPowerPointWordAI-assisted quality monitoringCopilotPower BITableauSpeech analyticsText analyticsDashboardsVisual analytics

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

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Visa

2 days 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: 22 hours agoStatus: Live

Job Summary

Location: Bogotá

Workplace: Hybrid

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key Responsibilities

•Perform end-to-end quality reviews of customer interactions across voice, chat, email, case, and back-office channels for accuracy, consistency, and compliance.
•Support human-in-the-loop AI quality monitoring by reviewing assisted/automated scoring outputs and providing feedback to improve model performance.
•Identify quality defects, compliance risks, behavioral gaps, and control failures using manual and AI-enabled analysis.
•Analyze quality, risk, and control data across segments, channels, and time to identify trends, systemic issues, and emerging risk themes.
•Deliver regular quality/risk/performance reporting and decision-ready narratives to Client Care leadership using dashboards and visual analytics.

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 (Excel, PowerPoint, Word) and ability to navigate multiple systems and data sources.
•Ability to document findings, communicate insights, and collaborate with cross-functional stakeholders.

Skills:Analytical thinkingCritical thinkingCommunicationCollaborationStakeholder management

Tech Stack:Microsoft OfficeExcelPowerPointWordAI-assisted quality monitoringCopilotPower BITableauSpeech analyticsText analyticsDashboardsVisual analytics

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