Quality Assurance Advisor Lead
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. Be part of what truly makes us special and impactful. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
About the Role
Join USAA’s Claims Quality Assurance team as a Quality Assurance Advisor Lead, who 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. You will play a critical role in shaping business requirements, defining validation strategies, and ensuring compliance with quality standards, risk controls, and regulatory expectations. You will also be responsible for developing, implementing, and maintaining quality assurance/control programs which ensure policies, processes, and procedures are executed consistently, align with internal objectives, and comply with external regulations.
Leads the execution and delivery of results related to quality assurance assessments, studies, or initiatives to stakeholders and recommends and develops action plans for success.
This position requires an individual to be in the office 4 days per week and 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). Relocation assistance is not available for this position.
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.
- 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.
Skills
- 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).
Pay
The salary range for this position is $103,450 - $197,730. USAA does not provide visa sponsorship for this role.
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) and pension
- Life insurance
- Parental benefits and adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education to assist employees with their professional goals