Quality Analyst – Cybersource
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Job Description
Quality Analyst responsible for AI-enabled quality assurance at Visa. Analyzing quality data, conducting reviews, and influencing operational change within the organization.
Responsibilities:
- Perform end‑to‑end quality reviews of customer interactions to ensure accuracy, consistency, and compliance
- Support AI quality monitoring and provide feedback to improve model performance
- Identify quality defects and control failures through analysis
- Analyze quality data to identify trends and systemic issues
- Deliver regular quality and performance reporting to leadership
- Partner with functional leaders to design improvement actions
- Lead calibration sessions and quality consistency reviews
- Serve as trusted quality advisor influencing decisions and performance improvement strategies
- Leverage AI tools to accelerate insight generation and improve model fidelity
- Communicate complex findings in clear narratives
Requirements:
- 2+ years of work experience
- Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
- 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 support AI‑assisted quality monitoring under moderate supervision.
- Strong analytical and critical‑thinking skills
- Proficiency with Microsoft Office tools (Excel, PowerPoint, Word)
- Ability to clearly document findings and communicate insights
- Experience analyzing quality signals across both human‑delivered and AI‑delivered interactions.
- Proficiency with data visualization and analytics tools (e.g., Power BI, Tableau)
Benefits:
- Health insurance
- Paid time off
- Remote work options
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