Quality Assurance Advisor - Mid Level

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

The Quality Assurance Advisor -Mid Level role supports business operations by driving consistency, efficiency, and effectiveness across training and quality processes. In this role, you will partner with stakeholders to develop and implement training programs, materials, and events that align with enterprise strategy and meet regulatory requirements. You’ll contribute to analysis, reporting, and continuous improvement efforts by evaluating training effectiveness and quality outcomes using data and key performance indicators. Strong collaboration, communication, and problem-solving skills are essential as you serve as a resource to teams, escalate issues when needed, and help drive solutions. Experience with tools such as Gridspace, CARS or similar reporting platforms is helpful, along with the ability to translate insights into meaningful recommendations. A focus on adaptability, efficiency, and maintaining quality standards will help ensure success while keeping the member experience at the center of every decision.

This candidate 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. Executes and delivers results of quality assurance assessments, studies, and initiatives to stakeholders and recommends best course of action for success.

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, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Develops and delivers quality programs and activities that support compliance, emerging business efforts, and strategic objectives across the line of business (LOB)/function.

• Supports quality management systems and programs, ensuring alignment with LoB/function goals and regulatory standards.

• Serves as a trusted advisor within and across teams, resolving moderately complex issues and influencing decisions through data-driven insights.

• Conducts analysis using technology and data tools to identify trends, root causes, and strategic opportunities.

• Maintains performance measurement frameworks, incorporating leading and lagging indicators.

• Makes informed risk decisions, balancing data, business context, and long-term strategy.

• Develops and delivers materials and activities that support quality standards, compliance, and business strategies to include delivering insights and recommendations with clarity and impact, adapting messaging to diverse audiences through effective storytelling and data visualization.

• Continuously develops and maintains 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.

What you have:

• Bachelor's degree OR 4 years of relevant education and/or experience.

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

• Quality assurance/control, or quality improvement experience identifying problems/trends and developing and recommending solutions for business issues.

• Demonstrated critical thinking experience influencing through subject matter expertise.

• Intermediate knowledge of quality assurance analytical methods and tools with demonstrated experience analyzing large, complex, data sets to formulate solutions for business issues.

• Demonstrated communication skills with experience developing and delivering presentations for stakeholders.

What sets you apart:

• Familiarity with Gridspace and engage or similar call listening platform.

• Critical Thinking: Ability to objectively analyze information, identify logical connections, and evaluate arguments.

• Problem Decomposition: Skill in breaking down complex issues into smaller, manageable components.
• Data Analysis: Proficiency in collecting, interpreting, and drawing conclusions from data. This includes identifying trends, anomalies, and patterns.
• Root Cause Identification Methodologies: Familiarity with and ability to apply structured RCA techniques such as the 5 Whys, Fishbone diagrams (Ishikawa), Pareto analysis, etc.
• Facilitation Skills: Ability to guide discussions, manage group dynamics, and ensure productive meetings, especially when leading RCA sessions.
• Familiarity with Complaint Handling Processes: Understanding of how complaints are managed within the organization.

Compensation range: The salary range for this position is: $69,920- $133,620.

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.