At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.
We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!The Opportunity
As a dedicated Manager, Quality Assurance, you manage a team responsible for developing and implementing quality assurance/control programs to ensure effective and efficient policies, processes, and procedures are aligned and followed. Develops employees through regular coaching and feedback that leads to improved results.
This is a field-based role. Candidates who are located in, or willing to relocate on your own, Central, Mountain and Pacific time zones are encouraged to apply. Relocation assistance is not available for this role.
What you’ll do:
Reviews and audits records to ensure timely and accurate documentation to comply with regulatory requirements.Monitors and identifies risks and issues, manages root cause analysis, identify recommendations for solutions/mitigation escalate as needed.Ensures ongoing compliance with policies, procedures, and guidance; applicable laws and regulations; business activities and enterprise-wide policies and procedures.Plans, develops, executes, recommends, and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies, and projects.Manages, supports, and calibrates to delivers evaluation results and analysis to various stakeholders and internal/external customers.Provides guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution. Identifies opportunities to automate/streamline quality and compliance efforts.Creates a collaborative environment that fosters cross-functional communication, both internal and external to CoSA, for collective success towards attainment of strategic/tactical quality and compliance objectives.May serves as the SME for policies, procedures, practices, and expertise for CoSA/Affiliate Quality Management Programs.Builds and manages a high performing team of professionals by staffing, training, coaching, and developing and managing performance.Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.What you’ll have:
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.6 years of progressive related experience in a quality assurance, control role within a financial services industry in the specific functional area (i.e. Agency, Claims, Bank, etc.), combined with customer service, operations, or processing experience in in the specific functional area (i.e. Agency, Claims, Bank, etc).2 years of direct team lead, supervisory or management experience.Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.Advanced understanding of the quality assurance discipline and demonstrated application of knowledge, skills and abilities towards work products and deliverables.Extensive knowledge and application of current policies, procedures, regulatory requirements, and enterprise complaint management guidelines.Knowledge of quality control management processes, practices, and procedures.What sets you apart:
Experience with Property estimating platforms (Xactimate).Experience leading through change and/or strategy transformation.Advanced knowledge of related Property claims processes.Strong analytical skills with demonstrated ability to perform root cause analysis and provide useful insights.Practical application or understanding of reporting tools (i.e. Salesforce, Tableau).Experience working with both internal and external partners/suppliers.Open to 15% - 20% of travel.Other requirement:
May need to meet all USAA safe driving requirements including verification of driving record through MVR & possession of valid driver’s license.The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
What we offer:
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $93,770-$179,240.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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, please visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.