Quality Analyst

PowerToFly; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Descripción de la vacante

Visa is seeking a Quality Analyst to advance quality, risk, and control monitoring using manual evaluation and AI-driven insights. You will partner with client care leadership, operations, and risk stakeholders to translate signals into actionable remediation and performance improvements.

This hybrid role in Bogotá requires strong analytical skills, experience in quality assurance, and proficiency with Power BI and Tableau to deliver clear dashboards and executive-ready narratives.

Formación

• 2+ years of work experience with a Bachelor’s Degree or an Advanced Degree.
• 3+ years with a Bachelor’s Degree or more than 2 years with an Advanced Degree.
• Experience performing quality assurance, testing, risk, or control monitoring in a customer service or operations setting.
• Ability to conduct manual quality reviews and support AI-assisted monitoring.
• Strong analytical and critical-thinking skills to identify trends and gaps.
• Proficiency with MS Office and navigating multiple systems.
• Ability to document findings, communicate insights, and collaborate with stakeholders.
• Experience analyzing quality signals across human-delivered and AI-delivered interactions.
• Proficiency with data visualization/analytics tools to build dashboards and reporting.
• Experience translating automated outputs into coaching or remediation insights.
• Familiarity with AI-enabled quality tools and analytics.

Responsabilidades

• Perform end-to-end quality reviews of customer interactions across channels.
• Support AI quality monitoring and provide structured feedback to improve models.
• Identify quality defects, risks, and control failures through manual and AI analysis.
• Analyze data across segments to identify trends and gaps.
• Translate findings into measurable business impact for leadership.
• Deliver recurring quality and performance reporting using dashboards.
• Partner with operations and training to design targeted improvements.
• Lead calibration and governance sessions for alignment across teams.
• Act as a trusted quality advisor without direct people management.
• Leverage AI tools to surface insights and validate outputs.

Conocimientos

Quality assurance experience

Analytical thinking

Communication

Cross-functional collaboration

Educación

Bachelor's degree or higher

Herramientas

Power BI

Excel

Tableau

Descripción del empleo

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 ofHu &AIdriven 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 scoring outputs and providing structured feedback to improve model performance.
• Identify quality defects, compliance risks, behavioral gaps, and control failures through manual and AI‑enabled analysis.

Analysis & Insight Generation

• Analyze quality, risk, and control data across segments, channels, and time to identify trends, systemic issues, and emerging risk themes.
• Translate quality and control findings into measurable business impact, connecting defects to process, policy, or behavioral drivers.
• Compile, analyze, and deliver regular quality, risk, and performance reporting to Client Care leadership using dashboards and visual analytics.

Consultative Partnership & Influence

• Partner with Operations, Training, and Functional Leaders to reframe defects as process or policy gaps and co‑design targeted improvement actions.
• Lead and participate in calibration sessions, governance forums, and quality consistency reviews to ensure alignment across teams, vendors, and AI models.
• Serve as a trusted quality and risk advisor, influencing decisions, remediation priorities, and performance improvement strategies without direct people management.

AI‑Enabled Quality & Governance

• Leverage AI tools (e.g., Copilot, assisted scoring, topic mining, speech and text analytics) to accelerate insight generation while validating AI outputs for accuracy and defensibility.
• Identify systematic gaps in Auto/AI scoring and support governance efforts to improve model signal fidelity and exception handling.
• Apply AI‑driven quality signals to prioritize high‑risk interactions and focus remediation efforts where impact is greatest.

Communication & Presentation

• Synthesize complex findings into clear, audience‑specific narratives that articulate what changed, why it matters, and what action is required.
• Deliver concise insight briefs and executive‑ready materials that drive understanding, alignment, and action.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Experience performing quality assurance, testing, risk, or control monitoring activities in a customer service or operations environment.
• Demonstrated ability to conduct manual quality reviews and supportAI‑assistedquality monitoring under moderate supervision.
• Strong analytical andcritical‑thinkingskills with the ability toidentifytrends, root causes, and performance gaps.
• Proficiencywith Microsoft Office tools (Excel, PowerPoint, Word) and experience navigating multiple systems and data sources.
• Ability to clearly document findings, communicate insights, and collaborate effectively withcross‑functionalstakeholders.
• Experience analyzing quality signals across bothhuman‑deliveredandAI‑deliveredinteractions.
• Proficiencywith data visualization and analytics tools (e.g., Power BI, Tableau) to build dashboards and performance reporting.
• Experience translating automated quality outputs into prioritized coaching, remediation, or process improvement insights.
• Familiarity withAI‑enabledquality tools, speech/text analytics, andassistedscoring methodologies.

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.