Quality Manager, Client Care Operations

Job Description And Responsibilities

The Quality Manager is a people manager role responsible for managing a team of professional level employees who support the quality monitoring process.

In addition to having direct leadership responsibility for the quality team and balancing quality accuracy and efficiency while delivering on Visa's Leadership Principles, this is a leadership position that partners directly with Client Care leadership to prioritize strategic initiatives to improve processes and quality performance.

On a regular basis a Quality Manager leads quality business performance reviews, owns mid-term and long-term action plans, and engages and influences cross-functional teams to deliver on performance and project goals.

This includes collaboration and communication within the department, and occasionally across LOBs if needed, for process improvement and quality evaluation reviews, engaging with managers and senior leaders and cross-functional support teams and aligning on quality scoring decisions, supporting internal and external quality processes.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership / site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• Minimum of six years experience in a banking customer service environment related to card issuing, merchant acquiring, or Backoffice across multiple channels (Voice, Chat, Email, Back Office or Social Media)
• Minimum of four years leading teams in a people leader role.
• Minimum two years experience in quality assurance or relevant field.
• Proven experience with a Call Recording and Quality Monitoring platform (NICE is preferred)
• Has previous experience presenting to large audiences.
• A proven track record for making sound decisions based on available evidence, managing both short and long-term goals, and meeting / exceeding performance results.
• Proficiency with MS Outlook, Word, Excel, Power Point and Power BI or Tableau or other data visualization tools.
• Six Sigma Certified (or alike) with proven experience in a performance improvement methodology, including managing the data analysis life cycle.
• Demonstrates the ability to communicate & translate technical service processes, applications, and concepts to internal and external clients to convey the Why, What and How of the solution or service offering.

Additional Preferred Qualifications :

Additional Information

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.