Senior Technical Support Quality Analyst

  • Full-time
  • Job Family Group: Technology and Operations

Company Description

ommon 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.


Department:

Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to support client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.



Job Description

Position Summary:

The Senior Technical Support Quality Analyst will be responsible for analyzing quality of work, productivity, and behavioral trends for an assigned group of agents in Visa’s Enterprise Support.  This person will also deliver coaching and feedback directly to the same agents.  This person will be a subject matter expert for their assigned agents in areas including, but not limited to solving complex technical problems by reviewing the related coding, integrating new merchants to enterprise level payment gateways, and analyzing patterns within support processes to improve future interactions with merchants.  While the assigned agents will not report directly to the Sr. Quality Analyst, he or she will have performance expectations and goals related to the overall work of the assigned agents. Location - Austin, TX

Responsibilities:

  • Analyze merchant experience data, including quality data, and provide recommendations for improved service and support
  • Provide targeted 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

  • 5+ years of experience in a technical support environment or equivalent education required
  • Bachelor’s degree in technical field required. (i.e. Computer Science, Information Systems, etc.)
  • Previous quality analyst or quality audit experience in a call center environment preferred
  • Previous experience in the payments industry preferred
  • High degree of accuracy and attention to detail
  • Strong relationship building skills including working in a team environment
  • Very strong verbal, written communication and presentation skills
  • 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
  • Knowledge of programming / scripting languages is preferred. (C/C++, Perl, PHP, etc.)
  • Knowledge of network protocols, infrastructure, and topologies is preferred
  • Proven leadership and interpersonal skills

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.

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