Quality Assurance Advisor Lead

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

Join USAA’s Claims Quality Assurance team as a Quality Assurance Advisor Lead, who will help lead a matrixed team focused on building automated, technology-enabled quality assurance capabilities. This includes advancing automation strategies, analytics, and reporting processes that elevate claims quality and operational excellence. You will play a critical role in shaping business requirements, defining validation strategies, and ensuring compliance with quality standards, risk controls, and regulatory expectations.

You will also be responsible for developing, implementing, maintaining quality assurance/control programs which ensure policies, processes, and procedures are executed consistently, align with internal objectives, and comply with external regulations. Leads the execution and delivery of results related to quality assurance assessments, studies, or initiatives to stakeholders and recommends and develops action plans for success.

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, or Tampa, FL (Chesapeake, VA – Property and Casualty roles ONLY). Relocation assistance is not available for this position.

What you'll do:

• Leads cross-functional initiatives to design, develop, and implement quality programs that support Association emerging business efforts and regulatory compliance.
• Leads the development of line of business (LOB) / function governance frameworks, systems, and programs, including KPIs, scorecards, and business metrics.
• Consults with senior leaders to influence strategic direction, leveraging deep business acumen and data insights.
• Advances innovation through technology optimization, process simplification, iterative design and experimentation, supporting future-focused solutions and initiatives.
• Shapes measurement strategies, defining new ways to assess success and impact.
• Facilitates high-impact conversations with stakeholders, using storytelling and influence to drive alignment.
• Leads oversight of regulatory and compliance matters, to include exam activity.
• Leads risk management development, balancing association goals with regulatory and member focused outcomes.
• Serves as subject matter expert, providing guidance, coaching, and on the job training for team members.
• Continuously develops and actions on knowledge of industry products, regulations, services, and processes to support fulfillment of business objectives.
• 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 relevant education and/or experience.
• 7 years progressive operations or process experience in the financial services, insurance, or relevant industry.
• 3 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.
• Demonstrated expertise analyzing complex data sets, identifying trends, and influencing stakeholder decisions on recommended strategies to remedy issues.
• Comprehensive knowledge of quality assurance trends, regulations, and best practices.
• Advanced critical thinking skills, influencing through subject matter expertise, providing root cause analysis for applicable business issues, and approaching work with a results and production oriented mindset.
• Strong communication skills with experience developing and delivering presentations for senior leaders and stakeholders.

What sets you apart:

• 4+ years of experience in claims, analytics, technology, or process improvement.
• Experience working in and/or 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.
• 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).

Compensation range: The salary range for this position is: $103,450 - $197,730.

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.