Quality Specialist
Visa · Pasay, Philippines - Manila - Five Ecom, Philippines
Full-time Posted 4 days ago
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 Specialist is an individual contributor role responsible for performing activities related to quality monitoring and quality evaluations 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
Responsibilities Include: - Evaluate work performed by team members and provides feedback based on adherence to documented guidelines and procedures. - Responds to manager inquiries in support of aligning scoring assessment decision and calibration. - Maintains scoring accuracy levels within calibrations targets ensuring that quality evaluations have minimal errors
- Completes work efficiently ensuring that work assignments are completed on time. - Leads calibration sessions ensuring consistency in scoring assessments across teams. - Evaluates work performed by vendor quality teams measuring scoring variances to assess scoring accuracy
- Analyses and provides insights for a team or a team member's performance, supporting the training and coaching process. - Administers a
Apply for this role on Visa’s official careers site.