Senior Manager, Quality BRCM

About the role

The Senior Manager, Quality BRCM leads the quality, risk and control monitoring for Visa’s customer interactions across voice, chat, email, case and back‑office channels. The role drives the transition from traditional sample‑based quality assurance to AI‑enabled continuous quality intelligence while maintaining strong governance and measurable business impact.

Key responsibilities

• Own and evolve the functional‑area quality monitoring strategy for both human‑delivered and AI‑delivered interactions.
• Lead the shift from sample‑based QA to AI‑driven continuous quality intelligence, ensuring accuracy, consistency and governance.
• Establish and govern human‑in‑the‑loop frameworks to validate AI outputs and align with control standards.
• Oversee AI model quality governance, monitor performance, identify gaps and drive continuous improvement.
• Directly manage and develop a team of Analysts, setting operational plans, performance expectations and fostering high performance across globally distributed teams.
• Partner with Client Care leadership and senior cross‑functional stakeholders to align quality monitoring and control testing strategy with organizational objectives.
• Lead quality and risk performance reviews, present data‑driven narratives to senior leadership and ensure clear, measurable functional‑area impact.

Required profile

• Proven senior people‑leadership experience managing analysts or similar teams.
• Strong background in quality assurance, risk monitoring and control testing, preferably in a payments or technology environment.
• Demonstrated ability to drive organizational change and adopt AI‑enabled quality and control testing models.
• Excellent strategic thinking, operational planning and performance coaching skills.
• Experience collaborating with senior stakeholders and influencing decisions through data‑driven insights.

Required skills