USAA is currently hiring for a Quality Assurance Advisor I – Quality Automation, a role focused on maintaining high standards within the financial services organization. This opening comes as USAA embarks on a significant five-year, $500 million initiative, “Honor Through Action,” designed to bolster support for the military community, focusing on careers, financial security and overall well-being. The position offers a hybrid work model, requiring four days a week in the office, and is available in Phoenix, Arizona; San Antonio, Texas; Plano, Texas; Colorado Springs, Colorado; Chesapeake, Virginia; Charlotte, North Carolina; or Tampa, Florida.
The Quality Assurance Advisor role is critical to ensuring USAA’s policies, processes, and procedures are consistently executed and compliant with both internal objectives and external regulations. This position will play a key role in delivering insights to stakeholders and recommending improvements. USAA’s commitment to the military community extends beyond financial products and services, aiming to be the number one choice for service members, veterans, and their families, and this role contributes directly to that mission.
Responsibilities and Required Skills
The Quality Assurance Advisor I will be responsible for developing, implementing, and maintaining quality assurance programs. This includes delivering assessments, recommending improvements, and developing training materials to ensure compliance and alignment with company strategy. The role also involves analyzing data, partnering with peers to identify business solutions, and maintaining quality management governance standards, such as key performance indicators (KPIs). Candidates should demonstrate critical thinking skills and the ability to influence through subject matter expertise.
Applicants must have a bachelor’s degree, or four years of related experience can be substituted for a degree (eight years in lieu of a degree). Four years of progressive operations or process experience in the financial services, insurance, or a relevant industry is also required. A strong proficiency in SQL development for data extraction, manipulation, and analysis is considered a key asset. Experience in process improvement and leading projects is highly valued, with Lean Six Sigma certifications being a plus.
Technical Expertise and Communication Skills
Beyond technical skills, the position demands excellent communication, presentation, and interpersonal abilities, with the capacity to explain complex technical concepts to non-technical audiences. Successful candidates will be able to work independently, proactively solve problems, and manage multiple tasks with a high degree of organization, and accuracy. Experience with call transcription, quality assurance, and insurance quality standards is preferred, as is familiarity with automated detection of quality standards for call transcripts. Proficiency in data visualization tools like Tableau or PowerPoint is also highly desirable.
USAA emphasizes the importance of data-driven decision-making, and the ideal candidate will have experience defining, tracking, and reporting on KPIs to measure business performance and the effectiveness of quality assurance processes. The ability to utilize effective keyword search strategies and leverage data visualization tools to interpret and present data insights is crucial.
Compensation and Benefits
The salary range for the Quality Assurance Advisor I position is $69,920 to $133,620, with actual compensation varying based on experience and location. Employees may also be eligible for pay incentives based on corporate and individual performance, as determined by the USAA Board of Directors.
USAA offers a comprehensive benefits package, including medical, dental, and vision plans, a 401(k) and pension plan, life insurance, parental benefits, adoption assistance, paid time off (including 16 paid volunteer hours), and various wellness programs. The company also prioritizes career path planning and continuing education to support employee professional goals. More details on benefits are available on the USAAjobs.com benefits page.
USAA does not provide visa sponsorship for this role, and applicants who may require immigration support in the future are discouraged from applying.
The application process is ongoing, and the posting will remain open until the position is filled, encouraging interested candidates to apply promptly. USAA is an Equal Opportunity Employer, committed to providing consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
As USAA continues its “Honor Through Action” commitment, investing $500 million over five years to support the military community, roles like this Quality Assurance Advisor are vital to ensuring the organization delivers on its promises of financial security and well-being. The next steps for USAA will involve continued collaboration with partners across the public, private, and nonprofit sectors to create measurable change for veterans and their families.
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