Director, Quality Assurance

Why USAA?

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 Director, Quality Assurance, you will lead a team responsible for developing, implementing, and governing automated and technologically supported Sales, Service and Advocacy (Complaints) quality assurance capabilities, including automation, analytics and predictive insights. Oversees the development of business requirements, validation strategies, and automated QA capabilities (including scoring), while ensuring quality standards, risk controls, and regulatory requirements are consistently met. Accountable for the performance, governance, and continuous improvement of automated Quality solutions that support operational excellence and influence business prioritization.

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 (Preferred), Phoenix, AZ, or Tampa, FL campus.  Relocation assistance is not available for this position.

What you’ll do:

• Directs and implements the strategic vision for quality assurance for area of responsibility, aligning training, governance, and compliance with emerging and long-term business objectives.
• Oversees the development and execution of quality programs, ensuring alignment with business efforts, financials, and member experience.
• Leads organizational transformation through strategic consulting, innovation, and cross-functional influence.
• Defines and evolves measurement frameworks, driving accountability and future-readiness.
• Champions continuous improvement and intellectual curiosity across Quality Assurance, fostering a mindset of growth and excellence.
• Delivers results of quality assurance evaluations to appropriate stakeholders and manages the development of action plans for success.
• Leads high-impact conversations with stakeholders, using storytelling and influence to drive alignment.
• 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.
• 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 and projects for omni-channel/functional/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.
• 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.

What you’ll have:

• Bachelor’s degree: OR 4 years of related experience, in addition to the minimum years of experience required,
• 8 or more years progressive sales, service, advocacy experience in the insurance industry.
• 3 or more years of quality assurance/control 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.
• Demonstrated critical thinking, influencing through subject matter expertise, ability 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;  previous experience with transformational QA projects desired.
• Experience with NICE Call Transcription and QA platform (or related quality platform).
• Experience with QA AI automation and automated scoring related work with digital and phone channels (omnichannels).
• Experience with understanding the member journey through Sales and Service and their direct impact to member complaints.
• Experience building predictive insights 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.

Compensation range: $127,310-$229,160.

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

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.

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

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.

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, 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 Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.