Quality Assurance Specialist Senior - Member Value

USAA•Tampa, FL

1d•$69,920 - $133,620•Hybrid

About The Position

As a dedicated Quality Assurance Specialist Senior serving on the Member Value team, you will support the organization’s financial strength through the measurement, analysis, and review of quality assurance and compliance-related business processes. In this role, you’ll execute quality assurance reviews, conduct quality audits and first-level assessments of business activities, and evaluate documentation to ensure alignment with USAA policies, procedures, and regulatory requirements. You’ll also participate in the planning, execution, and delivery of quality assurance initiatives, helping drive process consistency, operational excellence, and high-quality outcomes for our members. 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, or Tampa, FL. Relocation assistance is not available for this position.

Requirements

High School Diploma or General Equivalency Diploma.
4 years of related work experience in a quality assurance role combined with business operations or process experience in the specific functional area (i.e., Agency, Claims, Bank, etc.).
Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
Extensive knowledge of relevant processes, procedures, and internal policies with experience in delivering training and serving as an effective resource to team members.
Knowledge and understanding of risk and compliance policies, procedures, and state regulatory requirements.
Knowledge of quality control methodologies, process improvement and techniques with experience applying these techniques.
Extensive experience with scorecards, KPIs, and how performance is measured in a high-production setting.

Nice To Haves

Current Bank and/or Insurance experience.
Ability to adapt to changing requirements, priorities, and technologies.
Experience with call quality monitoring processes and procedures.
US military experience through military service or a military spouse/domestic partner.

Responsibilities

Conducts quality evaluations across all relevant products, ensuring alignment with internal controls, underwriting guidelines, and regulatory standards. Results are synthesized into actionable insights for review by Company or Function Management, Association Stakeholders, and Executive Leadership.
Coordinates cross-functional support with Compliance, Legal, Business Leaders, and other internal stakeholders to execute targeted testing and monitoring. Applies knowledge of Laws, Rules & Regulations, and Quality Auditing to assess transactional activity and process integrity.
Serves as a subject matter resource for team members, providing guidance on complex and escalated issues under supervision. Applies critical thinking and problem-solving strategies to drive consistency in evaluation outcomes and ensure alignment with underwriting risk assessments and pricing factors (or predefined processes) as directed.
Evaluates process execution for accuracy, compliance, and consistency using prescribed methods, leveraging insights from AI/Machine Learning tools and data visualization platform to identify trends and inform leadership of risks that could impact brand reputation or financial performance.
Collaborates with internal partners to execute quality assurance activities and meet compliance requirements. Applies intellectual curiosity and an owner's mindset to proactively identifying opportunities for modernization and process improvement.
Monitors regulatory adherence through proactive data interpretation and trend analysis. Anticipates business needs and partners with stakeholders to address emerging risks, leveraging scorecards and financial metrics to inform decisions.
Utilizes quality methodologies and tools to identify, analyze, and implement business solutions as directed. Recommends policy and procedural enhancements for review and approval, ensuring alignment with strategic goals and future-state modernization initiatives.
Assists in driving organizational accuracy by evaluating regulatory exposures and potential member harm. Facilitates knowledge sharing through calibration sessions and creates reporting cadences that deliver actionable insights to leadership.
Improves member experience by assessing file and call quality across lines of business. Uses storytelling and data visualization to communicate findings and influence coaching strategies.
Identifies and escalates risks through collaboration with Operations and other stakeholders. Demonstrates an owner's mindset by taking accountability for outcomes and aligning actions with long-term vision and member journey. Regularly create and share reports with leaders and relevant teams. These reports highlight key findings, recommendations, and trends to improve performance through targeted coaching and dedicated support services.
Performs retesting of audits, applying analytical acumen and process simplification techniques to ensure resolution and continuous improvement.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.