Quality Analyst

Job description

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 Job Summary The Quality Analyst; Client Care Operations is responsible for supporting Client Care strategy and operations in a non-customer-facing capacity. This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The Quality Analyst establishes, implements, and continuously improves procedures or workflow processes to increase operational effectiveness and coordinates operational activities with other areas of the business. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key Responsibilities Improve, bridge, and lead project implementation processes spanning the technical project life cycle, from pilot to roll-out, expansion, and maintenance phases. Establish internal and external client relationships, prioritize and manage multiple project streams simultaneously, and communicate effectively to complete projects on deadline. Synthesize information, translate business processes and requirements, and make information understandable to Business and IT Project Managers, Product offices, and Global Customer Care Services Operations. Participate in project kick-off meetings, communicate individual roles and project expectations, and serve as a point of contact for projects. Support day-to-day activities of project members, including mentoring and developing teams and reviewing technical and functional development documents. Act as a liaison between technical and business support teams, fostering partnership relationships and managing customer expectations. Provide proactive solutions to non-standard requests and problems by interpreting client requests and aligning appropriate resources. Take personal accountability for driving project solutions that meet or exceed established metrics and customer expectations. Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use case scenarios, business analysis, task, and workflow analysis. Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, and distinguish user requests from underlying true needs. Communicate and collaborate with external and internal customers to analyze information needs and functional requirements, delivering artifacts such as Functional/Technical requirements, Business Requirements Documents, Use Cases, GUI, Screen, and Interface designs. Assist in enforcement of project deadlines and schedules, apply comments/feedback from contact center teams, program managers, and developers, and communicate project standards and methodologies. Consistently deliver high-quality service to both internal and external customers. Engage in multiple project initiatives simultaneously and interact professionally with a diverse group, including executives, managers, and subject matter experts. Develop requirements specifications according to standard templates, using natural language. Qualifications Basic Qualifications 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD). Experience in requirements gathering, requirements communication, requirements planning and management, requirements analysis and documentation, and requirements implementation. Experience in project management, including the ability to track the status of activities. Experience in analytical skills and using analytics tools such as Excel, MS Project, PowerPoint, Visio, etc. Experience in relationship management. Experience in communication, including verbal, written, presentation, and interpersonal skills. Experience in setting priorities, influencing others, and managing customer expectations. Experience in time management. Experience as a self-starter with the ability to achieve results as part of an effective team and to prioritize and multi-task under deadlines. Preferred Qualifications 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD). Experience in requirements gathering, requirements communication, requirements planning and management, requirements analysis and documentation, and requirements implementation. Experience in project management, including the ability to track the status of activities. Experience in analytical skills and using analytics tools such as Excel, MS Project, PowerPoint, Visio, etc. Experience in relationship management. 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.