Executive Director, Quality Management: Member Value Contact Center Enablement

USAA•Tampa, FL

4d•$147,750 - $265,950•Hybrid

About The Position

As a dedicated Executive Director, Quality Management: Contact Center Enablement, you will provide executive oversight and direction for the vision, strategy, planning, and operational execution of the Quality Management and compliance risk programs. Leads the outcome-based Quality Management strategy by establishing a scalable, data-driven framework focused on customer experience outcomes, regulatory compliance, and operational excellence. Transforms traditional quality assurance practices into an outcome-based model aligned with business goals, while leading cross-functional teams and partnering with Risk, Compliance, Legal, and other internal control functions to mitigate risk and deliver measurable business impact. 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, Colorado Springs, CO, Tampa, FL, Chesapeake, VA, OR Phoenix, AZ. Relocation assistance is available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
10 years of progressive experience in quality management, including development and leadership of QA/QC programs control frameworks, and continuous improvement strategies that drive operational performance and regulatory compliance.
4 years of leadership experience building and developing high-performing teams within complex, matrixed organizational environments.
Deep expertise in quality management, continuous improvement, and control frameworks, with strong knowledge of regulatory requirements, risk management principles, and industry best practices.
Experience in regulatory compliance and industry regulations, including familiarity with frameworks such as, but not limited to, OCC Heightened Standards, Fair Lending, Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and consumer protection regulations (e.g., UDAAP).
Demonstrated ability to influence and align senior leaders and cross-functional stakeholders, including 1st and 2nd Lines of Defense, to drive enterprise-wide quality, risk, and compliance initiatives.
Demonstrated executive presence and business acumen, with understanding of financial services operations, industry trends, and evolving regulatory landscapes.
Proven ability to apply risk and compliance frameworks to identify operational gaps and implement practical, outcome-focused solutions.
Experience managing third-party/vendor relationships, including establishing oversight models and contractual quality and compliance controls.

Nice To Haves

Strong Leadership Experience
Experience in building or redesigning a Quality Assurance program
Current or previous Bank and/or Insurance experience
Mid to Large Contact Center Experience
US military experience through military service or a military spouse/domestic partner

Responsibilities

Provides executive oversight of quality management across business operations, ensuring accuracy, consistency, and alignment with outcome-based performance standards.
Leads the design, implementation, and continuous refinement of an association-aligned, outcome-based Quality Management framework, including controls, governance, and calibration processes.
Champions continuous improvement initiatives by identifying root causes and implementing strategies that enhance customer outcomes, operational efficiency, and risk mitigation.
Defines and evolves key performance metrics and outcome-based KPIs aligned to business objectives, member experience, and regulatory expectations.
Leads advanced quality analytics to identify trends, risks, and opportunities, partnering with analytics, actuary, and Learning and Development to drive performance improvement.
Accountable for response to Internal Audit findings, ensuring effective remediation and alignment with compliance and risk standards.
Delivers clear, actionable reporting to senior leadership, including insights on trends, root causes, business outcomes, and recommended operational actions.
Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction.
Directs and implements process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks
Collaborates with Risk, Compliance, Legal, Internal Audit, and other control functions to align on regulatory requirements and develop proactive risk mitigation strategies.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.