Quality Analyst

About the role

Visa is seeking a Quality Analyst to advance quality, risk, and control monitoring across customer interactions. This individual contributor role combines manual evaluation, AI‑enabled quality intelligence, and data‑driven insight generation to support first‑line‑of‑defense risk governance.

Key responsibilities

• Perform end‑to‑end quality reviews of voice, chat, email, case, and back‑office interactions, ensuring accuracy, consistency, and compliance.
• Support human‑in‑the‑loop AI quality monitoring by reviewing assisted and automated scoring outputs and providing structured feedback.
• Identify quality defects, compliance risks, behavioral gaps, and control failures through manual and AI‑enabled analysis.
• Analyze quality, risk, and control data across segments, channels, and time to surface trends, systemic issues, and emerging risk themes.
• Translate findings into measurable business impact and deliver regular reporting to Client Care leadership using dashboards and visual analytics.
• Partner with Operations, Training, and functional leaders to reframe defects as process or policy gaps and co‑design targeted improvement actions.
• Lead calibration sessions, governance forums, and quality consistency reviews to ensure alignment across teams, vendors, and AI models.

Required profile

• Strong analytical mindset with the ability to identify patterns, root causes, and emerging risks.
• Experience working cross‑functionally with client care, operations, training, and risk stakeholders.
• Ability to translate quality and control signals into actionable insights and remediation strategies.
• Excellent communication skills for presenting clear, decision‑ready narratives to leadership.

Required skills

• Experience with AI‑enabled quality monitoring tools and advanced analytics platforms.
• Proficiency in creating dashboards and visual analytics to convey insights.