Job Description
As a member of Visa Operations Command Center, the VisaNet Transaction Quality Associate’s primary responsibility is managing and responding to Transaction and Managed Network events that may result in impaired connectivity to our clients.
What we expect of you, day to day.
Often regarded as the "Eyes of Visa", this front-line operations role focuses on proactively and reactively identifying and resolving transactional issues using various monitoring and analytical tools, while collaborating with internal support teams and external vendors to address client-impacting problems. The role serves as a primary point of contact for client transactional queries, ensuring efficient and high-quality support. The individual is responsible for thoroughly documenting incidents and accurately reporting them to colleagues and management. Maintaining composure under pressure, especially during critical situations, is essential, along with providing timely escalations when necessary. Strong written and verbal communication skills are required, and strict adherence to documented processes is expected throughout all aspects of the role.
* Act as a key point of contact for Client Transactional queries.
* Use various monitoring and analytical tools to proactively and reactively detect and resolve issues.
* Work with internal support teams and vendors to resolve issues affecting our clients.
* Fully and accurately document incident details using the incident and reporting tools.
* Accurately report incident information internally to colleagues and management.
* Remains calm under pressure during critical situations.
* Provide timely escalation during critical situations.
* Provide support to clients to agreed standards of efficiency and quality.
* Possess strong written and verbal communication skills.
* Adhere strictly to documented processes.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
Must have a High School diploma or equivalent or relevant work experience
Preferred Qualifications:
* Ability to work effectively as part of a team and individually (self-starter).
* Accepts responsibility for own workload management and escalates / seeks advice & guidance where required.
* Robust analytical thinking skills.
* Ability to make decisions based upon information available, present recommendations and deal with moderate challenges.
* Builds, develops and maintains effective relationships with stakeholders including other areas of the company to ensure incidents and queries are resolved to client expectations.
* Strong verbal and written communication skills.
* Takes ownership through to incident resolution.
* Assesses urgency of incident, completes analysis and applies sound logic and problem solving techniques.
* Strong multi-tasking skills.
* Previous IT Operations/Service Desk experience desirable, but not essential as training will be given.
* Passion for client service - experience of working in a client-focused environment desirable, but not essential.
* Client focused ethos with the ability to interact across all management levels.
* MS Office suite familiarity desirable, but not essential.
* PC literate (general user level).
* Comfortable with working a 12 hour x365 shift pattern.
Additional Information
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.