- The Quality Manager is a people manager role responsible for managingteamsof professional level employees who support the quality monitoring process.
- In addition to having direct leadership responsibility forquality team/s across regions and/or LOBsand 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.
Responsibilities Include:
- Leads calibration sessions ensuring consistency in scoring assessments across teams.
- Evaluates work performed by vendor quality teams measuring scoring variances to assess scoring accuracy.
- Analyses and provides insights for a team or a team member's performance, supporting the training and coaching process.
- Administers and leads internal and external interaction research request process ensuring responses are accurate, timely and meet all compliance requirements.
- Leads internal and external (Call, Case, Email, Chat) review sessions process ensuring it meets all compliance requirements.
- Intakes and responds to general quality related inquiries from a Client Care group.
- Leads data analysis activities, and surfaces performance insights.
- Leads, builds and supports performance business reviews for the Client Care leadership team.
- Compiles, analyzes, and provides regular quality reporting to Client Care Leadership and Quality Team.
- Manages related projects, delegates as needed, and sees them through to completion while organizing and prioritizing multiple ongoing tasks.
- Promoting accountability among all team members and ensuring the team works as a cohesive unit.
- Resource planning and allocation, salary administration, organizational adherence to information and security control guidelines, performance and developmental planning and performance evaluations for direct reports.
- Maintains and updates the Quality Standard Operating Procedures and manages Risk & Control Self-Assessments.
- Responsible for various internal and external audit and compliance activities including monitoring performance of controls, documentation, and support.
- Responsible to audit that all quality standard operating procedures are documented, updated and followed.
- Is the POC and SME for the call recording and monitoring system, supporting internal teams to leverage the tool effectively. This includes supporting the upgrades or development of new quality forms.
Basic Qualifications
- 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications
- 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- 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 two years experience in quality assurance or relevant field.
- 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.
- Six Sigma Certified (or alike) with experience in a performance improvement methodology.
- 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.
- Subject matter expert with applicable service and all support tools and processes.
- Demonstrates language proficiency required for the applicable services.
- For the services supported, demonstrates the applicable knowledge of Visa's International Operating Regulations, Network Operating Regulations, Visa Rules, and US Federal Regulation.
Additional Preferred Qualifications:
- Proficiency with Power BI or Tableau or other data visualization tools.
