Director, Quality Assurance- (Claims)

USAA•San Antonio, TX

4d•Hybrid

About The Position

As a dedicated Director, Quality Assurance, you will lead a team responsible for developing, implementing, and governing automated and technologically supported Claims quality assurance capabilities, including automation, analytics and reporting. Oversees the development of business requirements, validation strategies, and automated QA capabilities, while ensuring quality standards, risk controls, and regulatory requirements are consistently met. Accountable for the performance, governance, and continuous improvement of automated Quality solutions that support operational excellence. 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; Chesapeake, VA; or Tampa, FL. Relocation assistance is not available for this position.

Requirements

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 (12 years of experience in lieu of a degree).
8 or more years progressive claims experience in the insurance industry.
3 or more years of quality assurance/control 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.
Demonstrated critical thinking, influencing through subject matter expertise, ability to provide root cause analysis for applicable business issues, and approaches work with a results and production-oriented mindset.

Nice To Haves

5+ years of experience in claims, analytics, technology, or process improvement.
Experience 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.
Proven track record leveraging data, analytics, and AI/automation, combined with continuous improvement practices (e.g., root cause analysis, performance monitoring), to drive measurable outcomes.
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).

Responsibilities

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.