Quality Assurance Advisor Lead

About the role

Join USAA’s Claims Quality Assurance team as a Quality Assurance Advisor Lead. You will help lead a matrixed team focused on building automated, technology-enabled quality assurance capabilities. This includes advancing automation strategies, analytics, and reporting processes that elevate claims quality and operational excellence.

Responsibilities

• Leads cross-functional initiatives to design, develop, and implement quality programs that support Association emerging business efforts and regulatory compliance.
• Leads the development of line of business (LOB) / function governance frameworks, systems, and programs, including KPIs, scorecards, and business metrics.
• Consults with senior leaders to influence strategic direction, leveraging deep business acumen and data insights.
• Advances innovation through technology optimization, process simplification, iterative design and experimentation, supporting future-focused solutions and initiatives.
• Shapes measurement strategies, defining new ways to assess success and impact.
• Facilitates high-impact conversations with stakeholders, using storytelling and influence to drive alignment.
• Leads oversight of regulatory and compliance matters, to include exam activity.
• Leads risk management development, balancing association goals with regulatory and member focused outcomes.
• Serves as subject matter expert, providing guidance, coaching, and on the job training for team members.
• Continuously develops and actions on knowledge of industry products, regulations, services, and processes to support fulfillment of business objectives.
• Safeguards risks associated with business activities by identifying, measuring, monitoring, and controlling them in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree OR 4 years of relevant education and/or experience.
• 7 years progressive operations or process experience in the financial services, insurance, or relevant industry.
• 3 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.
• Demonstrated expertise analyzing complex data sets, identifying trends, and influencing stakeholder decisions on recommended strategies to remedy issues.
• Comprehensive knowledge of quality assurance trends, regulations, and best practices.
• Advanced critical thinking skills, influencing through subject matter expertise, providing root cause analysis for applicable business issues, and approaching work with a results and production oriented mindset.
• Strong communication skills with experience developing and delivering presentations for senior leaders and stakeholders.

Qualifications

• 4+ years of experience in claims, analytics, technology, or process improvement.
• Experience working in and/or leading cross-functional teams and large-scale transformation or technology implementations, including modernizing manual processes with automation-enabled solutions.
• Demonstrated ability to translate business and operational needs into scalable technology solutions, clearly communicating value, trade-offs, and impact to senior stakeholders.
• Demonstrated success delivering and deploying data-driven and automation-enabled solutions at scale that improve quality, efficiency, and business outcomes (e.g., defect reduction, workflow optimization, audit effectiveness).

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Proficiency in Microsoft Office Suite.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) plan.
• Pension plan.
• Life insurance.
• Parental benefits.
• Adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Variety of wellness programs.
• Career path planning and continuing education.

Pay

The salary range for this position is: $103,450 - $197,730.

Schedule

This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL (Chesapeake, VA – Property and Casualty roles ONLY).

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) plan.
• Pension plan.
• Life insurance.
• Parental benefits.
• Adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Variety of wellness programs.
• Career path planning and continuing education.