AI-Driven Quality & Risk Analyst for Client Care

Visa; Bogotá ciudad; Presencial; COP 118.332.000 - 186.840.000; Jornada completa

Descripción de la vacante

Visa is seeking a Quality Analyst to advance quality, risk, and control monitoring across customer interactions and operations, using manual reviews and AI‑enabled insights to drive improvements.

You will partner with Client Care, Operations, Training, and Risk to translate findings into actionable remediation plans and leadership‑ready narratives, leveraging AI tools and dashboards to surface insights and govern model signals.

Formación

• Experience in quality assurance or risk monitoring in a customer service or operations environment.
• Ability to conduct manual and AI-assisted quality reviews with minimal supervision.
• Strong analytical skills to identify trends, root causes, and performance gaps.
• Proficient with Microsoft Excel, PowerPoint, Word and multiple data sources.
• Strong written and verbal communication with cross-functional stakeholders.

Responsabilidades

• Perform end-to-end quality reviews across voice, chat, email, case, and back-office channels.
• Analyze quality and risk data to identify trends and emerging risk themes.
• Create dashboards and deliver regular quality, risk, and performance reports.
• Partner with Operations, Training, and Leaders to design targeted improvements.
• Synthesize findings into executive-ready narratives for action.

Conocimientos

Quality assurance experience

Analytical thinking

Effective collaboration

MS Office proficiency

Documentation skills

Herramientas

Power BI

Tableau

Copilot/AI tools

Descripción del empleo

Visa is seeking a Quality Analyst to advance quality, risk, and control monitoring across customer interactions and operations, using manual reviews and AI‑enabled insights to drive improvements.

You will partner with Client Care, Operations, Training, and Risk to translate findings into actionable remediation plans and leadership‑ready narratives, leveraging AI tools and dashboards to surface insights and govern model signals.