Quality Assurance Specialist I

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

As a dedicated Quality Assurance Specialist I, 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 reviews and processing quality audits and first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with USAA's policies and procedures. You will participate in the execution, and delivery of quality assurance related initiatives.

This candidate also supports USAA's financial strength through measurement, analysis, and review of quality assurance and compliance related business processes. Responsible for executing quality assurance reviews and processing quality audits and compliance requirements to ensure effective and efficient policies, processes and procedures are aligned and followed. Participates 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: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Reviews, implements and/or executes moderate and/or complex quality assurance reviews/audits.
• Performs specific targeted and end to end quality reviews measuring the accuracy, timeliness, efficiency, compliance, and service using quality methods and tools to identify, analyze, improve, and implement effective and efficient business recommendations.
• Drives organizational accuracy by evaluating valuates for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk, protect brand and reputation and potential fines.
• Collaborates with internal teams to conduct on quality assurance reviews, identify risks, and assist with implementing corrective actions to maintain compliance requirements and mitigate risk.
•  Ensures adherence to laws and internal processes through understanding of the regulatory environment.
• Assists the first line of defense with quality, compliance, and regulatory questions related to operational and business execution.
• Provides peer-to-peer feedback to improve accuracy and performance and serves as a resource to team members and the business; identifies appropriate issues for escalation.
• Collects and reviews data from reports, addresses research needs of management and other internal stakeholders.
• Provides oversight of third-party workers, verifying data accuracy and compliance; conducts quality control reviews on non-complex claims processed by vendors.
• Drives improved member service through the evaluation and assessment of file and call quality across all lines of business.
• Identifies and assists with mitigating potential member harm through collaboration with Operations; facilitate knowledge sharing and alignment with key stakeholders through routine calibration sessions.
• 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:

• High School Diploma or General Equivalency Diploma.
• 2 years of line of business operations process experience in the specific functional area (i.e., Agency, Claims, Bank, etc.) or quality assurance experience in the specific functional area (i.e., Agency, Claims, Bank, etc.).
• Strong communication skills with demonstrated ability to translate information in a way that is easily understood by varying audiences.
• Ability to evaluate, prioritize and make informed decisions to ensure timely and accurate completion.
• Understanding of risk and compliance policies, procedures, and state regulatory requirements.
• Knowledge of quality control methodologies, process improvement and techniques.

What sets you apart:

• 1+ years’ of demonstrated direct experience in quality, audit, risk, and/or compliance roles.
• Moderate understanding of the quality assurance discipline and demonstrated application of knowledge, skills, and