What are the responsibilities and job description for the Quality Analyst position at Visa?
Job Description
The Quality Analyst is an individual contributor role responsible for performing, and sometimes delegating, activities related to quality monitoring and quality evaluation across multiple services, service tiers and languages following documented guidelines and procedures for Client Care groups.
This includes collaboration and communication within the department for process improvement and quality evaluation reviews, engaging with managers and cross-functional support teams and aligning on quality scoring decisions, supporting internal and external quality processes, and meeting performance targets which include accuracy and efficiency.
Additionally, the Quality Analyst supports and leads efforts related to quality business performance reviews, owns mid-term and long-term action plans, and engages and influences cross-functional teams to deliver on performance and project goals.
This position is to be based in our Denver, CO office location and will not present relocation assistance.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
The Quality Analyst is an individual contributor role responsible for performing, and sometimes delegating, activities related to quality monitoring and quality evaluation across multiple services, service tiers and languages following documented guidelines and procedures for Client Care groups.
This includes collaboration and communication within the department for process improvement and quality evaluation reviews, engaging with managers and cross-functional support teams and aligning on quality scoring decisions, supporting internal and external quality processes, and meeting performance targets which include accuracy and efficiency.
Additionally, the Quality Analyst supports and leads efforts related to quality business performance reviews, owns mid-term and long-term action plans, and engages and influences cross-functional teams to deliver on performance and project goals.
This position is to be based in our Denver, CO office location and will not present relocation assistance.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
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