Director, Quality Assurance

USAA•San Antonio, TX

15h•Hybrid

About The Position

USAA is seeking a dedicated Director, Quality Assurance to lead a team responsible for developing, implementing, and governing automated and technologically supported Sales, Service and Advocacy (Complaints) quality assurance capabilities. This role oversees the development of business requirements, validation strategies, and automated QA capabilities, ensuring quality standards, risk controls, and regulatory requirements are met. The Director is accountable for the performance, governance, and continuous improvement of automated Quality solutions that support operational excellence and influence business prioritization. The role offers a flexible work environment requiring 4 days in the office per week and can be based in San Antonio, TX (Preferred), Phoenix, AZ, or Tampa, FL.

Requirements

Bachelor’s degree OR 4 years of related experience, in addition to the minimum years of experience required.
8 or more years progressive sales, service, advocacy 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

Previously developed a QA program which includes end to end process mapping and automation.
Ability to lead through change; previous experience with transformational QA projects desired.
Experience with NICE Call Transcription and QA platform (or related quality platform).
Experience with QA AI automation and automated scoring related work with digital and phone channels (omnichannels).
Experience with understanding the member journey through Sales and Service and their direct impact to member complaints.
Experience building predictive insights for various lines of business.
At least five years of progressive people leadership experience to include development of talent / staff.
Experience with Analytics to include forward thinking and identification of opportunities / revenue / losses.
Leadership experience within Insurance, Financial Services, or Sales and service industry.

Responsibilities

Directs and implements the strategic vision for quality assurance for area of responsibility, aligning training, governance, and compliance with emerging and long-term business objectives.
Oversees the development and execution of quality programs, ensuring alignment with business efforts, financials, and member experience.
Leads organizational transformation through strategic consulting, innovation, and cross-functional influence.
Defines and evolves measurement frameworks, driving accountability and future-readiness.
Champions continuous improvement and intellectual curiosity across Quality Assurance, fostering a mindset of growth and excellence.
Delivers results of quality assurance evaluations to appropriate stakeholders and manages the development of action plans for success.
Leads high-impact conversations with stakeholders, using storytelling and influence to drive alignment.
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.
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 and projects for omni-channel/functional/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.
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.