Quality Assurance Advisor - Mid Level

USAA•San Antonio, VA

10h•Hybrid

About The Position

The Quality Assurance Advisor -Mid Level role supports business operations by driving consistency, efficiency, and effectiveness across training and quality processes. In this role, you will partner with stakeholders to develop and implement training programs, materials, and events that align with enterprise strategy and meet regulatory requirements. You’ll contribute to analysis, reporting, and continuous improvement efforts by evaluating training effectiveness and quality outcomes using data and key performance indicators. Strong collaboration, communication, and problem-solving skills are essential as you serve as a resource to teams, escalate issues when needed, and help drive solutions. Experience with tools such as Gridspace, CARS or similar reporting platforms is helpful, along with the ability to translate insights into meaningful recommendations. A focus on adaptability, efficiency, and maintaining quality standards will help ensure success while keeping the member experience at the center of every decision. This candidate will also be 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. Executes and delivers results of quality assurance assessments, studies, and initiatives to stakeholders and recommends best course of action for success.

Requirements

Bachelor's degree OR 4 years of relevant education and/or experience.
4 years progressive operations or process experience in the financial services, insurance, or relevant industry.
Quality assurance/control, or quality improvement experience identifying problems/trends and developing and recommending solutions for business issues.
Demonstrated critical thinking experience influencing through subject matter expertise.
Intermediate knowledge of quality assurance analytical methods and tools with demonstrated experience analyzing large, complex, data sets to formulate solutions for business issues.
Demonstrated communication skills with experience developing and delivering presentations for stakeholders.

Nice To Haves

Familiarity with Gridspace and engage or similar call listening platform.
Critical Thinking: Ability to objectively analyze information, identify logical connections, and evaluate arguments.
Problem Decomposition: Skill in breaking down complex issues into smaller, manageable components.
Data Analysis: Proficiency in collecting, interpreting, and drawing conclusions from data. This includes identifying trends, anomalies, and patterns.
Root Cause Identification Methodologies: Familiarity with and ability to apply structured RCA techniques such as the 5 Whys, Fishbone diagrams (Ishikawa), Pareto analysis, etc.
Facilitation Skills: Ability to guide discussions, manage group dynamics, and ensure productive meetings, especially when leading RCA sessions.
Familiarity with Complaint Handling Processes: Understanding of how complaints are managed within the organization.

Responsibilities

Develops and delivers quality programs and activities that support compliance, emerging business efforts, and strategic objectives across the line of business (LOB)/function.
Supports quality management systems and programs, ensuring alignment with LoB/function goals and regulatory standards.
Serves as a trusted advisor within and across teams, resolving moderately complex issues and influencing decisions through data-driven insights.
Conducts analysis using technology and data tools to identify trends, root causes, and strategic opportunities.
Maintains performance measurement frameworks, incorporating leading and lagging indicators.
Makes informed risk decisions, balancing data, business context, and long-term strategy.
Develops and delivers materials and activities that support quality standards, compliance, and business strategies to include delivering insights and recommendations with clarity and impact, adapting messaging to diverse audiences through effective storytelling and data visualization.
Continuously develops and maintains knowledge of industry products, regulations, services, and processes to support fulfillment of business objectives.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.