Director, Quality Assurance

About the role

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.

Opportunity

The opportunity involves leading a team responsible for developing, implementing, and governing automated and technologically supported Sales, Service and Advocacy (Complaints) quality assurance capabilities, including automation, analytics and predictive insights. Oversees the development of business requirements, validation strategies, and automated QA capabilities (including scoring), while ensuring quality standards, risk controls, and regulatory requirements are consistently met.

What You’ll Do

• Directs and implements the strategic vision for quality assurance for area of responsibility, aligning training, governance, and compliance with emerging and long-term business objectives.
• Oversees the development and execution of quality programs, ensuring alignment with business efforts, financials, and member experience.
• Leads organizational transformation through strategic consulting, innovation, and cross-functional influence.
• Defines and evolves measurement frameworks, driving accountability and future-readiness.
• Champions continuous improvement and intellectual curiosity across Quality Assurance, fostering a mindset of growth and excellence.
• Delivers results of quality assurance evaluations to appropriate stakeholders and manages the development of action plans for success.
• Ledges high-impact conversations with stakeholders, using storytelling and influence to drive alignment.
• Buils and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
• Safeguards risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• Safeguards objectives align with operational process, regulatory, risk and compliance goals to effectively contribute to the mission of USAA and to protect USAA's brand and reputation.
• Advises senior leadership on issues and assists with Quality strategy development and projects for omni-channel/functional/affiliate partners.
• Oversees the preparation of key reports and communications and may present to governance committees, senior leaders, regulatory bodies and/or the USAA Board of Directors.
• Develops multi-year business plans to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value.
• Defines and maintains program strategies commensurate with the level of risk, size, and complexity.

Qualifications

• Bachelor’s degree: OR 4 years of related experience, in addition to the minimum years of experience required, 8 or more years progressive sales, service, advocacy experience in the insurance industry.
• 3 or more years of quality assurance/control direct team lead or management experience.
• 4 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.
• Demonstrated comprehensive knowledge of quality assurance trends, regulations, and best practices.
• Demonstrated experience collaborating and interacting with leadership, stakeholders, and control/business/affiliate partners to influence decisions.
• Demonstrated critical thinking, influencing through subject matter expertise, ability to provide root cause analysis for applicable business issues, and approaches work with a results and production-oriented mindset.

What Sets You Apart

• Previously developed a QA program which includes end to end process mapping and automation.
• Ability to lead through change; previous experience with transformational QA projects desired.
• Experience with NICE Call Transcription and QA platform (or related quality platform).
• Experience with QA AI automation and automated scoring related work with digital and phone channels (omnichannels).
• Experience with understanding the member journey through Sales and Service and their direct impact to member complaints.
• Experience building predictive insights for various lines of business.
• Leadership experience within Insurance, Financial Services, or Sales and service industry.

Pay & Benefits

• Compensation range: $127,310-$229,160.
• USAA does not provide visa sponsorship for this role.
• USAA is an Equal Opportunity Employer.
• For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.