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.

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.

The Quality Coach will be responsible for providing coaching on quality of work, productivity, and fraud trends to an assigned Screening Management team. While members of the team will not report directly to the Quality Coach, he or she is still expected to influence the overall work of the assigned team members.

Responsibilities

• Evaluate order reviews performed by representatives in order to provide feedback on decision-making skills, process adherence, merchant expectations, and review efficiency.
• Deliver regular, in-person constructive feedback to assist in development of team members’ fraud review skills.
• Highlight trends in representatives’ performance.  As needed, address performance concerns with the reviewer’s leader.
• Assist with procedural clarifications, suggestions, and insights that improve the Screening Management processes.
• Meet regularly with Screening Management leaders to discuss reviewers’ quality of work.
• Identify order review process trends and share those with Screening Management leaders in order to improve the merchant experience.
• Proactively identify and investigate transactions for signs/patterns of fraud with minimal oversight.
• Be a subject matter expert for Screening Management tools and online fraud patterns.
• Ensure alignment between Coaching and Screening Management guidelines to promote consistency in the review process.
• Exposure to and understanding of varying merchant environments.

• PREFERRED: Previous experience in the payments or fraud industry.
• PREFERRED: Previous quality assurance or audit experience.
• PREFERRED: Minimum of 2-4 years of experience in a customer service environment (Global experience preferred)
• PREFERRED: Fluent in Portuguese (speaking, reading, and writing).
• 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.

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.