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.
• Led oversight of regulatory and compliance matters, to include exam activity.
• Led 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 acts on 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.

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

• Advanced critical thinking skills.
• Strong communication skills.
• Ability to translate business and operational needs into scalable technology solutions.
• Experience with data analysis and trend identification.
• Ability to influence stakeholders through subject matter expertise.
• Experience with cross-functional team leadership and large-scale transformation.
• Experience with process optimization and automation.

Benefits

• 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.
• 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).
• Pension.
• 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.

Application Instructions

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.