Client Care Quality Analyst

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

Perform end-to-end quality reviews of customer interactions across voice, chat, email, and back-office channels to ensure accuracy, consistency, and compliance. Use AI-enabled quality monitoring and data-driven analytics to identify defects, control failures, root causes, and emerging risk themes. Partner with Client Care, Operations, Training, and risk stakeholders to translate findings into actionable remediation and continuous improvement. Build dashboards and deliver executive-ready insight briefs.

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FursaFursa
Visa
Visa
4 hours ago

Client Care Quality Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Perform end-to-end quality reviews of customer interactions across voice, chat, email, and back-office channels to ensure accuracy, consistency, and compliance. Use AI-enabled quality monitoring and data-driven analytics to identify defects, control failures, root causes, and emerging risk themes. Partner with Client Care, Operations, Training, and risk stakeholders to translate findings into actionable remediation and continuous improvement. Build dashboards and deliver executive-ready insight briefs.
Location: Bogotá
Workplace: Hybrid
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)

Key Responsibilities

  • •Perform end-to-end quality reviews across voice, chat, email, case, and back-office channels to ensure compliance with documented standards.
  • •Support human-in-the-loop AI quality monitoring by reviewing assisted and automated scoring outputs and providing structured feedback to improve model performance.
  • •Analyze quality, risk, and control data across segments, channels, and time to identify trends, systemic issues, and emerging risk themes.
  • •Partner with Operations and Training to reframe defects as process or policy gaps and co-design targeted improvement actions.
  • •Leverage AI tools and analytics to deliver reporting and executive-ready insight briefs 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 with 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 ability to navigate multiple systems and data sources.
  • •Ability to document findings, communicate insights, and collaborate with cross-functional stakeholders.
Skills:Analytical thinkingCritical thinkingCommunicationCollaborationDocumentation
Tech Stack:Microsoft OfficeExcelPowerPointWordPower BITableauCopilotTopic miningSpeech and text 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
Glassdoor: 3.8
WebsiteLinkedInGlassdoor