Director, Quality Assurance

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 Director, Quality Assurance, you will lead a team 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 evaluations to appropriate stakeholders and manages the development of 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.

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, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you’ll do:

• Directs, leads, and motivates cross-functional team members in strategy development, planning, and execution of Quality Management processes and procedures.
• 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.
• Advises senior leadership on issues and assists with Quality strategy development for operations/CoSA/affiliate partners.
• Oversees the preparation of key reports and communications and may present to governance committees, senior leaders, regulatory bodies and/or the USAA Board of Directors.
• Builds processes and relationships that facilitate productive teamwork and goal achievement.
• Performs complex/unique work assignments and problem resolution within CoSA and Enterprise projects.
• Serves as the Quality subject matter expert and/or liaison with control partners to ensure documents, projects, processes, and initiatives comply with regulatory/legal requirements and Enterprise/internal policy.
• Develops multi-year business plans to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value.
• Defines and maintains program strategies commensurate with the level of risk, size, and complexity.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you’ll 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 in the financial services, insurance, or relevant industry.
• 3 or more years of direct team lead or management experience.
• 4 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.
• Demonstrated comprehensive knowledge of quality assurance trends, regulations, and best practices.
• Demonstrated experience collaborating and interacting with leadership, stakeholders, and control/business/affiliate partners to influence decisions.
• Demonstrates critical thinking, influences through subject matter expertise, is able to provide root cause analysis for applicable business issues, and approaches work with a results and production-oriented mindset.

What sets you apart:

• Strong data and analytics experience.
• Experience using AI to automate quality assessments.
• Underwriting technical acumen.
• Previously developed a QA program which includes end to end process mapping and automation.
• Ability to lead through change.
• Experience building reporting and analytics for various lines of business.
• At least five years of progressive people leadership experience to include development of talent / staff.