Director, Quality Assurance

USAA • Colorado Springs, CO

401d • $120,550 - $223,700

About The Position

The Director of Quality Assurance at USAA is responsible for leading a team that develops, implements, and maintains quality assurance/control programs. This role ensures that policies, processes, and procedures are executed consistently, align with internal objectives, and comply with external regulations. The director will deliver quality assurance evaluations to stakeholders, manage action plans for success, and oversee the establishment of quality standards in accordance with risk and compliance policies.

Requirements

• Bachelor's degree or 4 years of related experience 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.

Nice To Haves

• Previously developed a QA program which includes end to end process mapping and automation.
• Ability to lead through change.
• Experience with understanding the customer journey through Sales and Service.
• 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.
• 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, 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.

Benefits

• 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
• Various wellness programs
• Career path planning and continuing education assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees