The Quality Specialist (Risk and Controls) is an individual contributor role responsible for performing activities related to internal control testing within the First Line of Defense across multiple services, service tiers and languages following documented guidelines and procedures for Client Care groups. This includes evaluation of the adequacy, effectiveness and efficiency of internal controls and documentation of test results.
This includes collaboration and communication within the department for process improvement and internal control testingreviews,engaging with managers and cross-functional support teamsand meeting performance targets which include accuracy and efficiency
Minimum of four 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)
Has previous risk/testing function experience
Has previous experience presenting to small groups.
Strong analytical and problem solving skills and is a quick learner
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 and Power Point.
Ability to build and maintain professional relationships with key stakeholders/process owners - 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.
