Quality Assurance Advisor Senior - Call Quality

USAA•Chesapeake, VA

1d•Hybrid

About The Position

The Claims Call Quality Analyst plays a critical role in strengthening the quality, compliance, and member experience across Auto and Property claims operations. This role is responsible for evaluating call interactions, leveraging advanced analytics and automation to surface insights, and partnering cross‑functionally to drive continuous improvement. The ideal candidate brings a strong foundation in quality assurance, call analytics, and claims operations, along with the analytical rigor to identify root causes and recommend data‑driven solutions. 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.
Minimum 6 years’ progressive operations or process experience in the financial services, insurance, or relevant industry.
Minimum 2 years’ quality assurance/control, or quality improvement experience to include developing, implementing, and maintaining quality assurance/ control/testing programs.
Advanced expertise in quality assurance analytical methods and tools with proven ability to design, implement, and/or optimize testing strategies.
Demonstrated experience utilizing critical thinking, influencing through subject matter expertise, providing root cause analysis for applicable business issues, and approaching work with a results and production-oriented mindset.
Advanced communication skills with demonstrated experience developing and delivering presentations for key lines of business (LOB)/function stakeholders.

Nice To Haves

2+ years of claims call quality experience within Auto and/or Property claims environments.
Experience building, deploying, and monitoring automated call quality queries using tools such as Sift and Python.
Experience working with and managing third‑party vendors.
Hands‑on experience with NICE Engage and GridSpace call analytics platforms.
Moderate to advanced understanding of quality assurance principles, with demonstrated application across QA deliverables and work products.
Strong analytical and problem‑solving skills, including the ability to perform root cause analysis, generate actionable insights, and recommend effective solutions.
Ability to collaborate with cross‑functional teams, including experience or process improvement teams.
Demonstrated leadership experience in a team lead, supervisory, or management role.
1+ year of direct experience in audit, risk, and/or compliance functions.
High attention to detail with a strategic mindset, able to assess end‑to‑end processes for accuracy, compliance, and overall member experience.
Current or former military service member and/or military spouse preferred.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Develop and facilitate the implementation of quality programs and the governance of quality systems that drive compliance, emerging business efforts, and member-focused outcomes, ensuring alignment with business goals and regulatory requirements across all lines of business.
Track and monitor various processes around audit disputes, claims remediation, Quality Plan, Enterprise Quality Assurance Monitoring (EQAM) reporting, and audit trending analysis.
Serve as a subject matter resource for team members and cross-functional teams, fostering a culture of intellectual curiosity, ownership, and continuous improvement.
Conduct complex analysis and reporting efforts using technology and data tools to identify trends, root causes, and strategic opportunities.
Develop and recommend improvements and/or changes to performance indicators for reporting, actioning, and escalation to leadership.
Make informed risk decisions for the line of business (LOB)/function, balancing data, business context, and long-term strategy.
Communicate insights with clarity and impact, adapting messaging to diverse audiences, including EMG for line of business (LOB)/function.
Build strong relationships with stakeholders, acting as a consultant and change champion.
Continuously develop and action on knowledge of industry products, regulations, services, and processes to support fulfillment of business objectives.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.