Quality Assurance Specialist Senior - Auto

Why USAA?Let’s do something that really matters.
At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Quality Assurance Specialist Senior, for Auto, 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 and first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with USAA's policies and procedures. Identifies and manages existing and emerging risks and ensures these risks are effectively identified, measured, monitored, and controlled. In addition, this role is responsible for pulling and reviewing reports and managing research queries for Managers or other internal stakeholders. 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: Charlotte, NC, Chesapeake, VA, Colorado Springs, CO, Phoenix, AZ, Plano TX, San Antonio, TX, Plano, TX, and Tampa, FL.

Relocation assistance is not available for this position.

What you'll do: 

• Perform quality evaluations to be used as internal controls reported to CoSA Management, Enterprise Partners, and/or Executive Leadership.

• Coordinate end-to-end support with compliance, legal, business leaders, and/or other internal stakeholders. Perform specific targeted testing and monitoring of designated processes and transactional activity. 

• Serve as a primary resource to less experienced team members and/or cross functional team members; advises on escalated, complex or issues of a unique nature and navigates obstacles. 

• Evaluate for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk and protect brand and reputation. 

• Collaborate effectively with leaders and internal partners to execute quality assurance activities. Coordinate with internal partners to meet compliance requirements and mitigate risk.

• Acquire and apply knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are followed.

• Proactively analyze, identify, and interpret data to ensure compliance and monitor trends. Anticipates business needs and partners to address issues. 

• Monitor success measurements.

• Resolve escalations and drives consistency related to evaluation results and findings.

• Use quality methods and tools to identify, analyze, improve, and implement business solutions. Recommend and facilitate policy and procedural changes. 

• Ensure 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 within a financial services industry in the specific functional area (i.e., Claims) combined with customer service, operations, or processing experience in the specific functional area (i.e., Claims). 

• Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.

• Knowledge of relevant processes, procedures, and internal policies with experience in delivering training and serving as an effective resource to team members. 

What sets you apart: 

• 1+ years of Auto Claims Call Quality auditing experience.

• 4+ years Auto Claims Adjusting experience to include 1+ years as a Senior Auto Adjuster level or above with 1+ years’ experience handling UM/UIM claims.

• 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.

• Ability to work with cross functional teams such as experience or process teams.

• Demonstrated leadership skills in a team lead, supervisory, or management capacity.

• 1+ years in demonstrated direct experience in an audit, risk and/or compliance roles.

• Detail oriented with a strategic mindset that can 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.

• Ability to travel to support Call Quality initiatives as needed.

• US military experience through military service or a military spouse/domestic partner.

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.

What we offer:
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. The salary range for this position is: $67,220 - $128,480.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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, please 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.