Quality Assurance Senior Manager

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

**Think you know us?**

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team - we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

If you think you could support Visa as an Quality assurance account manager we want to hear from you - together, let’s make Visa a great place to work.

**What’s it all about?**

Visa has an opportunity for a Quality Assurance Account Manager in Client Services..

The Quality assurance account manager will over time demonstrate an in-depth technical knowledge in a growing number of Visa products and services and will be able to successfully work on different technical support platforms; exhaustive knowledge on the Spanish market

**What we expect of you, day to day.**
- Check, conduct and monitor the quality of new client’s direct connection to VisaNet
- Prepare, execute and check the results for direct connection testcases
- Monitor, inspect and propose measures to correct or improve client’s direct connection to Visanet including on-us
- Develop expertise in Visa Monitoring Tools (TLC, Vitalsigns, )
- Identify, troubleshoot, and resolve queries relating to Visa Interfaces (VIP and eventually BASE II).
- Support clients to successfully handle their dispute management on the Visa Resolve Online (VROL) platform
- Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines
- Take ownership of high severity incidents and engage with senior management for escalation and communication purposes
- Develop effective working relationships with external and internal clients and achieve best in class customer satisfaction targets.
- Take training courses to broaden the knowledge of Visa’s processing systems and the payment ecosystem
- Manage technical communications with clients’ technical teams, project teams, customer services teams and senior executives
- Maintain and cultivate strong relations amongst the team and other key departments within the company
- On rare occasions provide out of hours support in a stand-by capacity
- Travel may be required

**Qualifications**:

- Minimum of 5 years’ experience in a customer support /Account Management role in financial services, software or information services
- Proven ability to manage complex technical systems across a number of products, platforms and services
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
- Demonstrated success in customer relationship management
- Understanding of the Spanish ISO8583 standards
- Strong verbal, written, presentation and interpersonal skills are required
- Able to set priorities, influence others, and manage customer expectations
- Willing to travel
- Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)
- Strong business and data analysis skills
- Functional Project Management experience
- Strong presentation skills
- Spanish native speaker.

Additional locations: Barcelona, Sp