Director, Quality Assurance- (Claims)

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

As a dedicated Director, Quality Assurance, you will lead a team responsible for developing, implementing, and governing automated and technologically supported Claims quality assurance capabilities, including automation, analytics and reporting. Oversees the development of business requirements, validation strategies, and automated QA capabilities, while ensuring quality standards, risk controls, and regulatory requirements are consistently met. Accountable for the performance, governance, and continuous improvement of automated Quality solutions that support operational excellence.

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; Plano, TX; Phoenix, AZ; Colorado Springs, CO; Chesapeake, VA; or Tampa, FL.  Relocation assistance is not available for this position.

What you’ll do:

• Directs, leads, and motivates cross-functional team members in strategy development, planning, and execution of Quality Management processes and procedures.
• Ensures objectives align with operational process, regulatory, risk and compliance goals to effectively contribute to the mission of USAA and to protect USAA's brand and reputation.
• Advises senior leadership on issues and assists with Quality strategy development for operations/CoSA/affiliate partners.
• Oversees the preparation of key reports and communications and may present to governance committees, senior leaders, regulatory bodies and/or the USAA Board of Directors.
• Builds processes and relationships that facilitate productive teamwork and goal achievement.
• Performs complex/unique work assignments and problem resolution within CoSA and Enterprise projects.
• Serves as the Quality subject matter expert and/or liaison with control partners to ensure documents, projects, processes, and initiatives comply with regulatory/legal requirements and Enterprise/internal policy.
• Develops multi-year business plans to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value.
• Defines and maintains program strategies commensurate with the level of risk, size, and complexity.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• 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:

• Bachelor’s degree: OR 4 years of related experience, in addition to the minimum years of experience required, may be substituted in lieu of degree (12 years of experience in lieu of a degree).
• 8 or more years progressive claims experience in the insurance industry.
• 3 or more years of quality assurance/control direct team lead or management experience.
• 4 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.
• Demonstrated comprehensive knowledge of quality assurance trends, regulations, and best practices.
• Demonstrated experience collaborating and interacting with leadership, stakeholders, and control/business/affiliate partners to influence decisions.
• Demonstrated critical thinking, influencing through subject matter expertise, ability to provide root cause analysis for applicable business issues, and approaches work with a results and production-oriented mindset.

What sets you apart:

• 5+ years of experience in claims, analytics, technology, or process improvement.
• Experience leading cross-functional teams and large-scale transformation or technology implementations, including modernizing manual processes with automation-enabled solutions.
• Demonstrated ability to translate business and operational needs into scalable technology solutions, clearly communicating value, trade-offs, and impact to senior stakeholders.
• Proven track record leveraging data, analytics, and AI/automation, combined with continuous improvement practices (e.g., root cause analysis, performance monitoring), to drive measurable outcomes.
• Demonstrated success delivering and deploying data-driven and automation-enabled solutions at scale that improve quality, efficiency, and business outcomes (e.g., defect reduction, workflow optimization, audit effectiveness).

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.

Compensation range: $127,310-$236,250.

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.