AI-Driven Quality & Risk Analyst

Visa; Bogotá; Híbrido; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Visa is seeking a Quality Analyst to advance quality, risk, and control monitoring by blending manual reviews with AI-enabled insights. You will partner with Client Care leadership, operations, training, and risk teams to translate findings into remediation actions and performance improvements.

The role employs AI-assisted quality tools, dashboards, and visualization platforms to surface actionable insights, support governance of AI models, and deliver clear narratives for leadership decisions.

Formación

• 2+ years of work experience with a Bachelor’s Degree or an Advanced Degree
• Experience performing quality assurance, testing, risk, or control monitoring in a customer service or operations environment
• Ability to conduct manual quality reviews and support AI-assisted quality monitoring under moderate supervision
• Strong analytical and critical-thinking skills with the ability to identify trends and performance gaps
• Proficiency with Microsoft Office tools (Excel, PowerPoint, Word) and navigating multiple data sources
• Experience analyzing quality signals across human-delivered and AI-delivered interactions
• Proficiency with data visualization and analytics tools to build dashboards and performance reporting
• Experience translating automated quality outputs into coaching, remediation, or process improvements
• Familiarity with AI-enabled quality tools and advanced analytics

Responsabilidades

• Perform end-to-end quality reviews of customer interactions across voice, chat, email, case, and back-office channels.
• Support human-in-the-loop AI quality monitoring and provide structured feedback to improve model performance.
• Identify quality defects, compliance risks, behavioral gaps, and control failures through manual and AI-enabled analysis.
• Analyze quality, risk, and control data to identify trends, systemic issues, and emerging risk themes.
• Translate findings into measurable business impact and connect defects to processes or policies.
• Deliver regular quality, risk, and performance reporting to Client Care leadership using dashboards.

Conocimientos

Quality assurance

Quality monitoring

Data analysis

Problem solving

Communication

Cross-functional collaboration

Presentation

Educación

Bachelor's Degree

Advanced Degree

Herramientas

Excel

PowerPoint

Word

Power BI

Tableau

Descripción del empleo

Visa is seeking a Quality Analyst to advance quality, risk, and control monitoring by blending manual reviews with AI-enabled insights. You will partner with Client Care leadership, operations, training, and risk teams to translate findings into remediation actions and performance improvements.

The role employs AI-assisted quality tools, dashboards, and visualization platforms to surface actionable insights, support governance of AI models, and deliver clear narratives for leadership decisions.