Director, Quality Assurance (Hybrid)

Why USAA?

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

We are seeking a dedicated Director of Quality Assurance for our San Antonio Corporate Office or Regional offices listed below.

This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Plano, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

Leads a team responsible for developing and implementing quality assurance programs and ensures effective and efficient policies, processes, and procedures are aligned and followed. Conducts quality reviews and delivers results to appropriate partners and develops action plans for success. Provides oversight to ensure quality standards are established in accordance with internal practices, risk and compliance policies and procedures, and regulatory requirements for Quality Management.

What You'll Do

• 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.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Uses advanced leadership and collaborative skills in interacting with collaborators and control/business/affiliate partners.
• Directs, leads and motivates cross-functional team members in strategy development and day-to-day planning and execution of Quality Management processes and procedures.
• Builds processes and relationships that facilitate productive teamwork and goal achievement.
• Maintains and applies expert knowledge of the business, member service components and operational processes.
• Serves as the Quality subject matter expert and/or liaison with control partners to ensure documents, projects, processes and initiatives follow regulatory/legal requirements and Enterprise/internal policy.
• Performs complex/unique work assignments and problem resolution within CoSA and Enterprise projects.
• Advises senior leadership on issues and assists with Quality strategy development for operations/CoSA/affiliate partners.
• Identifies and handles existing and emerging risks that stem from business activities and the job role.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Builds and is responsible for a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

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 or more years progressive operations or process experience.
• 3 or more years of direct team lead or management experience.
• Demonstrated knowledge of regulatory laws and best practices.
• 4 years of quality assurance, control or quality improvement experience.

What Sets You Apart

• Experience leading through change and/or strategy transformation
• Practical application or understanding of reporting tools
• Strong analytical skills with demonstrated ability to perform root cause analysis and provide useful insights
• Experience working with both internal and external partners/suppliers
• Proven experience partnering with audit, risk and/or compliance
• Background in claims compliance

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: $115,240- $220,270.

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.

Relocation assistance is not available for this position.

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.