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Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Director, Quality Assurance , you will lead a team 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. Delivers results of quality assurance evaluations to appropriate stakeholders and manages the development of action plans for success. Provides oversight to ensure quality standards are established in accordance with internal practices, risk and compliance policies and procedures, and regulatory requirements for quality management.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position must work hybrid to any of our regional office locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa Campus, FL, or Chesapeake, VA . Relocation assistance is not available for this position.

What you’ll do:

• Directs, leads, and motivates cross-functional team members in strategy development, planning, and execution of Quality Management processes and procedures.

• Ensures objectives align with operational process, regulatory, risk and compliance goals to effectively contribute to the mission of USAA and to protect USAA's brand and reputation.

• Advises senior leadership on issues and assists with Quality strategy development for operations/CoSA/affiliate partners.

• Oversees the preparation of key reports and communications and may present to governance committees, senior leaders, regulatory bodies and/or the USAA Board of Directors.

• Builds processes and relationships that facilitate productive teamwork and goal achievement.

• Performs complex/unique work assignments and problem resolution within CoSA and Enterprise projects.

• Serves as the Quality subject matter expert and/or liaison with control partners to ensure documents, projects, processes, and initiatives comply with regulatory/legal requirements and Enterprise/internal policy.

• Develops multi-year business plans to deliver business capabilities and define execution approach to achieve business goal while reducing risk and delivering early business value.

• Defines and maintains program strategies commensurate with the level of risk, size, and complexity.

• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What you’ll have:

• Bachelor’s degree: OR 4 years of related experience, in addition to the minimum years of experience required, may be substituted in lieu of degree.

• 8 or more years progressive operations or process experience in the financial services, insurance, or relevant industry.

• 3 or more years of direct team lead or management experience.

• 4 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs.

• Demonstrated comprehensive knowledge of quality assurance trends, regulations, and best practices.

• Demonstrated experience collaborating and interacting with leadership, stakeholders, and control/business/affiliate partners to influence decisions.

• Demonstrates critical thinking, influences through subject matter expertise, is able to provide root cause analysis for applicable business issues, and approaches work with a results and production oriented mindset.

What sets you apart:

• Previously developed a QA program which includes end to end process mapping and automation.

• Ability to lead through change.

• Experience with understanding the customer journey through Sales and Service.

• Experience building reporting and analytics for various lines of business.

• At least five years of progressive people leadership experience to include development of talent / staff.

• Experience with Analytics to include forward thinking and identification of opportunities / revenue / losses.

• Leadership experience within Insurance, Financial Services, or Sales and service industry.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer :

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $120,550- $223,700.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

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), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

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.

USAA is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

California applicants, please review our HR CCPA - Notice at Collection (https://statmcstg.usaa.com/mcontent/static_assets/Media/enterprise_hr_cpra_notice_at_collection.pdf) here.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.