Quality Analyst

Visa
Bogotá
Workplace: HybridFull timeFunction: Quality & Regulatory (Non-Software)Experience: 2+ yearsEducation: bachelorsSkills: ["Analytical thinking","Critical thinking","Documentation","Communication","Collaboration"]

Advance quality, risk, and control monitoring by performing end-to-end reviews of customer interactions across voice, chat, email, and back-office channels. Use AI-enabled quality intelligence and data-driven analytics to identify defects, compliance risks, and emerging themes, then translate findings into decision-ready reporting for Client Care leadership. Partner with Operations, Training, and risk stakeholders to drive remediation and continuous improvement.

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FursaFursa
Visa
Visa
4 days ago

Quality Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Advance quality, risk, and control monitoring by performing end-to-end reviews of customer interactions across voice, chat, email, and back-office channels. Use AI-enabled quality intelligence and data-driven analytics to identify defects, compliance risks, and emerging themes, then translate findings into decision-ready reporting for Client Care leadership. Partner with Operations, Training, and risk stakeholders to drive remediation and continuous improvement.
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 to ensure accuracy, consistency, and compliance.
  • •Review human-in-the-loop AI quality monitoring outputs and provide structured feedback to improve model performance.
  • •Analyze quality, risk, and control data to identify trends, systemic issues, and emerging risk themes, including root-cause drivers.
  • •Compile and deliver regular quality, risk, and performance reporting to Client Care leadership using dashboards and visual analytics.
  • •Partner with Operations, Training, and functional leaders to drive targeted improvement actions based on quality and control signals (no direct people management).

Key Requirements

  • •2+ years of work experience with a Bachelor’s degree or an Advanced degree.
  • •Experience performing quality assurance, testing, risk, or control monitoring 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 to identify trends, root causes, and performance gaps.
  • •Proficiency with Microsoft Office tools (Excel, PowerPoint, Word) and data visualization/analytics (e.g., Power BI, Tableau).
Experience:2+ yearsCustomer serviceOperations
Education:Bachelor's
Skills:Analytical thinkingCritical thinkingDocumentationCommunicationCollaboration
Tech Stack:CopilotAI-assisted quality monitoringSpeech and text analyticsTopic miningPower BITableauMicrosoft ExcelMicrosoft PowerPointMicrosoft Word

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
Glassdoor: 3.8
WebsiteLinkedInGlassdoor