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Senior Quality Analyst. Merchant Support
Visa Inc.
Foster City, CA, United States
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Company Description
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.
Job Description
Position Summary:
The Sr. Quality Analyst will be responsible for analyzing quality of work, productivity, and behavioral & process trends for Enterprise Support. This person will also deliver coaching and feedback directly to an assigned group of representatives. Additionally, the person in this role will be a subject matter expert for their assigned representatives in areas including, but not limited to solving complex technical problems by reviewing the related coding, integrating new merchants to Cybersource, and analyzing patterns within support processes to improve future interactions with merchants. While the assigned representatives will not report directly to the Sr. Quality Analyst, he or she will have annual expectations and goals related to the overall work of the assigned team members.
Responsibilities:
• Analyze merchant experience data, including quality data, and provide recommendations to improve service and support.
• Provide targeted technical analysis and coaching in order to improve representatives’ ability to resolve complex technical issues experienced by merchants contacting Enterprise Support.
• Evaluate verbal and written interactions of representatives in order to provide feedback on decision-making skills, process adherence, merchant expectations, and work efficiency.
• Deliver regular, in-person constructive feedback to assist in development of team members’ service skills.
• Assist with procedural clarifications, suggestions, and insights that improve the Enterprise Support processes.
• Meet regularly with Enterprise Support leaders to discuss representatives’ quality of work.
• Highlight trends in representatives’ performance. As needed, address performance concerns with the reviewer’s leader.
• Identify support trends and share those with Enterprise Support leaders in order to improve the merchant experience.
• Be a subject matter expert for Enterprise support tools and processes.
• Ensure alignment between Coaching and Enterprise Support guidelines to promote consistency.
• Expertise in various merchant environments.
Qualifications
• REQUIRED: 5+ years of related experience (Tier 2 Technical Support preferred)
• REQUIRED: BS in Computer Science (MIS strongly preferred)
• Previous quality analyst or quality audit experience strongly preferred.
• Previous experience in the payments industry preferred.
• Strong knowledge of multiple programming / scripting languages. (C/C++, Perl, PHP, etc.)
• Strong knowledge of Network protocols, infrastructure, and topologies
• Very strong verbal, written communication and presentation skills.
• Strong relationship building skills including working in a team environment
• Decisive self-starter who is able to perform with a minimal amount of supervision, and who is flexible and able to work well with a variety of people.
• Ability to function effectively in a fast-paced, ever changing work environment with multiple priorities
• Proven leadership and interpersonal skills.
• High degree of accuracy and attention to detail.
Additional Information
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.
All your information will be kept confidential according to EEO guidelines.