What are the responsibilities and job description for the Quality Specialist position at Visa?
Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
- Review calls handled by customer service representatives and rate their proficiency in a number of skills, including the understanding of customers´ needs, adherence to procedures, accuracy of information given and communication skills
- Deliver effective constructive feedback to assist in development of representatives' call handling skills
- Review skills gaps and make recommendations to management and training, assisting with procedural clarifications, suggestions, and insights
- Serve as escalation point for complex evaluations requiring advanced knowledge of all product lines
- Assist with departmental operations and ensure that a high level of professional service is provided by training and retraining staff
- Research and analyze transaction patterns and react quickly to high-risk situations
- Act as coach by providing coaching, training and ongoing support
- Facilitate internal and external call calibrations, client call listening sessions, escalations sessions and meetings to ensure consistency in call quality procedures, communication of call quality metrics and presentation of guidelines
- Maintain a high degree of knowledge on various products for each department
- Act as Lead in absence of the department manager
- Assist in special projects and assignments as needed
- Take calls on a monthly basis to ensure close alignment with current processes and services, and eventually support production on peak days
- Handle the department inbox, responding to and act on emails in a timely manner
- Create and update reporting using Excel and PowerPoint as needed for departmental metrics
- Maintain the department’s Standard Operating Procedures
Qualifications
Basic Qualifications:
- Must have a High School diploma or equivalent
Preferred Qualifications:
- 2 or more years of work experience
- Subject Matter Expertise across DPS services; All (Prepaid, Risk, Dispute, SFG) preferred
- Minimum 6 years of experience in a customer service environment, with quality assurance experience
- Minimum 1 year experience with quality procedures or relevant experience
- Bachelor’s degree preferred
- Excellent listening skills, attention to detail and ability to accurately document customer experience based on set guidelines
- Excellent written and verbal communication skills in English; bilingual Spanish or French preferred
- Self-starter who is able to perform with a minimal amount of supervision, and who is able to work well with a variety of people
- Able to constructively support decisions on call evaluations with internal clients
- Solid PC skills: Excel, Word & PowerPoint
- Able to prioritize work to meet the needs of the business and able to meet deadlines, and daily production goals
- Able to contribute and work in a team environment
- Works well under pressure
- Strong presentation skills
- Able to travel occasionally – less than 10%
Additional Information
Work Hours: Varies upon the needs of the department
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
