Quality Assurance Specialist Senior

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Quality Assurance Specialist Senior, you will support USAA's financial strength through measurement, analysis, and review of quality assurance and compliance related business processes. You will be responsible for executing quality assurance reviews and processing quality audits and first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with USAA's policies and procedures. You will participate in the planning, execution, and delivery of quality assurance related initiatives.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:          

• Performs quality evaluations to be used as internal controls reported to CoSA Management, Enterprise Partners, and/or Executive Leadership.
• Coordinates end-to-end support with compliance, legal, business leaders, and/or other internal stakeholders. Performs specific targeted testing and monitoring of designated processes and transactional activity.  
• Serves as a primary resource to team members; advises on escalated, complex or issues of a unique nature and navigates obstacles;  resolves escalations and drives consistency related to evaluation results and findings.
• Evaluates for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk and protect brand and reputation. 
• Collaborates effectively with leaders and internal partners to execute quality assurance activities. Coordinates with internal partners to meet compliance requirements and mitigate risk.
• Ensures adherence to laws and internal processes through understanding of the regulatory environment. Proactively reviews, identifies, and interprets data to ensure compliance and monitor trends. Anticipates business needs and partners to address issues.  
• Uses quality methods and tools to identify, analyze, improve, and implement business solutions. Recommends and facilitates policy and procedural changes
• Drives organizational accuracy by evaluating regulatory exposures which may lead to fines and reputation harm to the enterprise.
• Provides oversight of third-party workers, verifying data accuracy and compliance.
• Drives improved member service through the evaluation and assessment of file and call quality across all lines of business.
• Identifies and reports potential member harm through collaboration with Operations; facilitate knowledge sharing and alignment with key stakeholders through routine calibration sessions. Creates cadence and ad hoc reporting that delivers results inclusive of key observations, recommendations, and trending to appropriate coaching to the various levels of leadership and applicable stakeholders
• Performs retesting of non-complex and/or complex audits.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or General Equivalency Diploma.
• 4 years of related work experience in a quality assurance role combined with business operations or process experience in the specific functional area (i.e., Agency, Claims, Bank, etc.).
• Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
• Extensive knowledge of relevant processes, procedures, and internal policies with experience in delivering training and serving as an effective resource to team members.
• Knowledge and understanding of risk and compliance policies, procedures, and state regulatory requirements.
• Knowledge of quality control methodologies, process improvement and techniques with experience applying these techniques.

What sets you apart:

• 1+ years experience in demonstrated direct experience in quality, audit, risk, and/or compliance roles.
• Moderate to advanced understanding of the quality assurance discipline and demonstrated application of knowledge, skills, and abilities toward quality assurance work products and deliverables.
• Strong analytical skills with demonstrated ability to perform root cause analysis and provide actionable insights along with being able to recommend solutions from this information.
• Moderate to advanced Microsoft Excel experience.
• Detail oriented with a strategic mindset that is able to see the larger, holistic, picture and be able to decipher if the process and procedures, end to end, are accurate and working properly for the best compliant and member experience.
• Demonstrated leadership skills in a team lead, supervisory, or management capacity.

Compensation range: The salary range for this position is: $69,920 - $129,740.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.