The Quality Analyst, Risk and Controls, is an individual contributor role responsible for first line of defense risk governance and ongoing supervision of business controls. This includes risk and control self-assessments, identification and evaluation of control effectiveness, identifying control failures, internal and external audits, and monitoring of the first line of defense to minimize risk exposures and strengthen the overall control environment. 

Additionally the Quality Analyst, Risk and Controls leverages risk assessment data to identify data-driven insights in support of the first line of defense, facilitates risk and control remediation and leads efforts owning mid-term and long-term action plans, and engaging and influences cross-functional teams to deliver on performance and project goals.                                                 

The Quality Analyst, Risk and Controls will have expertise in PowerBI and data analytics, with a strong background in data visualization, statistical analysis, and database management to help drive data driven decision-making. 

Responsibilities Include:

• Conduct risk workshops and assessments
• Performs ongoing supervision of established business controls and applies maturing knowledge to perform root cause analyses, testing coordination and seeks guidance from team members to evaluate the effectiveness of established business controls. Leads, builds and supports performance business reviews for the Client Care leadership team.
• Compiles, analyzes, and provides regular reporting to Client Care Leadership.
• Manages related projects, delegates as needed and sees them through to completion while organizing and prioritizing multiple ongoing tasks.
• Advises senior management on the status of their control environment related to risk identification and control weaknesses, as necessary
• Follows documented processes to escalate issues and findings to appropriate partners
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

• 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 of two years of previous risk/testing function including Risk and Control Self Assessment experience.
• Has previous experience presenting to large audiences.
• 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.
• Ability to analyze and assess the adequacy of operational controls and identify opportunities.
• Proficiency with MS Outlook, Word, Excel and 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 in MS PowerBI including creating dashboards, reports and data visualization tools (e.g., Tableau).
• Strong knowledge of data analytics tools and techniques
• Understanding of statistical analysis and data mining techniques.
• Experience with GenAI tools including use GenAI tools daily to analyze interactions, validate AI‑assisted quality scoring using transcript evidence, and drive efficient, insight‑led quality reporting through human‑in‑the‑loop judgment.
• Fluent in Spanish, Portuguese and English.

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.