Quality Assurance Specialist Senior - Member Value

Quality Assurance Specialist Senior

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.

The Opportunity

As a dedicated Quality Assurance Specialist Senior serving on the Member Value team, you will support the organization's financial strength through the measurement, analysis, and review of quality assurance and compliance-related business processes. In this role, you'll execute quality assurance reviews, conduct quality audits and first-level assessments of business activities, and evaluate documentation to ensure alignment with USAA policies, procedures, and regulatory requirements.

You'll also participate in the planning, execution, and delivery of quality assurance initiatives, helping drive process consistency, operational excellence, and high-quality outcomes for our members.

We offer a flexible work environment that requires an individual to be in the office 4 days per week.

This position can be based in one of the following locations:
San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL

Relocation assistance is not available for this position.

What you'll do:

• Conducts quality evaluations across all relevant products, ensuring alignment with internal controls, underwriting guidelines, and regulatory standards.
• Coordinates cross-functional support with Compliance, Legal, Business Leaders, and other internal stakeholders to execute targeted testing and monitoring.
• Serves as a subject matter resource for team members, providing guidance on complex and escalated issues under supervision.
• Evaluates process execution for accuracy, compliance, and consistency using prescribed methods, leveraging insights from AI/Machine Learning tools and data visualization platform to identify trends and inform leadership of risks that could impact brand reputation or financial performance.
• Collaborates with internal partners to execute quality assurance activities and meet compliance requirements.
• Monitors regulatory adherence through proactive data interpretation and trend analysis.
• Utilizes quality methodologies and tools to identify, analyze, and implement business solutions as directed.
• Assists in driving organizational accuracy by evaluating regulatory exposures and potential member harm.
• Improves member experience by assessing file and call quality across lines of business.
• Identifies and escalates risks through collaboration with Operations and other stakeholders.
• Performs retesting of audits, applying analytical acumen and process simplification techniques to ensure resolution and continuous improvement.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you have:

• High School Diploma or General Equivalency Diploma.
• 4 years of related work experience in a quality assurance role combined with business operations or process experience in the specific functional area (i.e., Agency, Claims, Bank, etc.).
• Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
• Extensive knowledge of relevant processes, procedures, and internal policies with experience in delivering training and serving as an effective resource to team members.
• Knowledge and understanding of risk and compliance policies, procedures, and state regulatory requirements.
• Knowledge of quality control methodologies, process improvement and techniques with experience applying these techniques.
• Extensive experience with scorecards, KPIs, and how…