Director, Quality Assurance
Tampa, FLAll locationsTampa, FLSan Antonio Home Office ITampa CampusTampa CrosstownPhoenix Campus (Main)San Antonio, TXPhoenix, AZ Hybrid
$127,310–$229,160 a yearJobFig found this opening at its original source and checks that it remains available.
About the role
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. 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. 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 bring
- 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.
- previous experience with transformational QA projects desired.