Quality Assurance Advisor I (Mid Level) - Quality Automation

USAA • Chesapeake, VA

4d • Hybrid

About The Position

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 We are seeking a dedicated Quality Assurance Advisor I (Mid Level) – Quality Automation. 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 our Phoenix, AZ; San Antonio, TX; Plano, TX; Colorado Springs, CO; Chesapeake, VA; Charlotte, NC or Tampa, FL offices. 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 (8 years in lieu of a degree).
• 4 years progressive operations or process experience in the financial services, insurance, or relevant industry.
• Experience identifying problems/trends and developing and recommending solutions for business issues.
• Demonstrates critical thinking, influences through subject matter expertise, provides data analysis for applicable business issues, and approaches work with a results and production oriented mindset.

Nice To Haves

• Strong proficiency in SQL development for data extraction, manipulation, and analysis.
• Demonstrated experience in process improvement, leading projects, and driving measurable outcomes, Lean Six Sigma Certification(s) is a plus.
• Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to work independently, proactively, and problem solve with minimal supervision, effectively managing multiple concurrent tasks and projects with a high degree of organization and accuracy.
• Experience or strong familiarity with call transcription, quality assurance, and insurance quality standards is greatly preferred.
• Exposure to implementing and testing automated detection of quality standards for call transcripts
• Proficiency in data visualization tools such as Tableau or PowerPoint.
• Experience in defining, tracking, and reporting on key performance indicators (KPIs) and other relevant metrics to measure business performance and the effectiveness of quality assurance processes.
• Proficient in utilizing effective keyword search strategies and leveraging data visualization tools (e.g., Tableau, PowerPoint) to interpret and clearly present data insights.

Responsibilities

• 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 assessments, studies, and initiatives to stakeholders and recommends best course of action for success.
• Develops and implements training programs, materials, and events to meet quality requirements, ensure compliance with legal standards, and align with CoSA/LOB and Enterprise strategy.
• Develops, recommends, implements, and monitors, materials and events to meet quality requirements.
• Serves as a resource to team members and/or business and identifies appropriate issues for escalation.
• Conducts analysis/audits and partners with peers to make recommendations of business solutions and/or key work products.
• Develops, documents, and maintains Quality Management governance and controls standards, such as KPIs.
• Generates reports and participates in the delivery of results to leaders and stakeholders.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include 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, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals. For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level