Quality Assurance Advisor I (Mid Level) - Quality Automation

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

We are seeking a dedicated Quality Assurance Advisor I (Mid Level) – Quality Automation.

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 our Phoenix, AZ; San Antonio, TX; Plano, TX; Colorado Springs, CO; Chesapeake, VA; Charlotte, NC or Tampa, FL offices. Relocation assistance is not available for this position.

What you'll do:

Responsible for developing, implementing, and maintaining quality assurance/control programs which ensure policies, processes, and procedures are executed consistently, align with internal objectives, and comply with external regulations. Delivers results of quality assurance assessments, studies, and initiatives to stakeholders and recommends best course of action for success.

• Develops and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA/LOB and Enterprise strategy.
• Develops, recommends, implements, and monitors, materials and events to meet quality requirements.
• Serves as a resource to team members and/or business and identifies appropriate issues for escalation.
• Conducts analysis/audits and partners with peers to make recommendations of business solutions and/or key work products.
• Develops, documents, and maintains Quality Management governance and controls standards, such as KPIs.
• Generates reports and participates in the delivery of results to leaders and stakeholders.
• 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 (8 years in lieu of a degree).
• 4 years progressive operations or process experience in the financial services, insurance, or relevant industry.
• Experience identifying problems/trends and developing and recommending solutions for business issues.
• Demonstrates critical thinking, influences through subject matter expertise, provides data analysis for applicable business issues, and approaches work with a results and production oriented mindset.

What sets you apart:

• Strong proficiency in SQL development for data extraction, manipulation, and analysis.
• Demonstrated experience in process improvement, leading projects, and driving measurable outcomes, Lean Six Sigma Certification(s) is a plus.
• Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to work independently, proactively, and problem solve with minimal supervision, effectively managing multiple concurrent tasks and projects with a high degree of organization and accuracy.
• Experience or strong familiarity with call transcription, quality assurance, and insurance quality standards is greatly preferred.
• Exposure to implementing and testing automated detection of quality standards for call transcripts
• Proficiency in data visualization tools such as Tableau or PowerPoint.
• Experience in defining, tracking, and reporting on key performance indicators (KPIs) and other relevant metrics to measure business performance and the effectiveness of quality assurance processes.
• Proficient in utilizing effective keyword search strategies and leveraging data visualization tools (e.g., Tableau, PowerPoint) to interpret and clearly present data insights.

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 range: The salary range for this position is: $69,920-$133,620.

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.