Client Care Quality Analyst

About this role

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 The Quality Analyst is an individual contributor role responsible for advancing quality, risk, and control monitoring through a combination of manual evaluation, AI‑enabled quality intelligence, and data‑driven insight generation. The role supports first‑line‑of‑defense risk governance by performing quality reviews, monitoring control effectiveness, identifying emerging risks, and enabling continuous improvement across customer interactions and operational processes

The Quality Analyst analyzes patterns, identifies root causes, and influences operational change. The analyst partners closely with Client Care leadership, operations, training, and risk stakeholders to translate quality and control signals into actionable insights, remediation strategies, and performance improvements. This role leverages AI‑assisted quality tools, advanced analytics, and visualization platforms to surface non‑obvious insights, support governance of Hu & AI driven quality models, and deliver clear, decision‑ready narratives that inform leadership priorities and investments

Responsibilities: Quality & Risk Monitoring: Perform end‑to‑end quality reviews of customer interactions across voice, chat, email, case, and back‑office channels, ensuring accuracy, consistency, and compliance with documented standards. Support human‑in‑the‑loop AI quality monitoring, including reviewing assisted and automated scori

Apply for this role on Visa’s official careers site.