Quality Assurance Advisor Lead

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.

Join USAA’s Claims Quality Assurance team as a Quality Assurance Advisor Lead , who will help lead a matrixed team focused on building automated, technology-enabled quality assurance capabilities . This includes advancing automation strategies, analytics, and reporting processes that elevate claims quality and operational excellence . You will play a critical role in shaping business requirements, defining validation strategies, and ensuring compliance with quality standards, risk controls, and regulatory expectations. You will also be responsible for developing, implementing, maintaining quality assurance/control programs which ensure policies, processes, and procedures are executed consistently, align with internal objectives, and comply with external regulations. Leads the execution and delivery of results related to quality assurance assessments, studies, or initiatives to stakeholders and recommends and develops action plans 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, or Tampa, FL (Chesapeake, VA – Property and Casualty roles ONLY). Relocation assistance is not available for this position.

Leads cross-functional initiatives to design, develop, and implement quality programs that support Association emerging business efforts and regulatory compliance. Leads the development of line of business (LOB) / function governance frameworks, systems, and programs, including KPIs, scorecards, and business metrics. Consults with senior leaders to influence strategic direction, leveraging deep business acumen and data insights. Advances innovation through technology optimization, process simplification, iterative design and experimentation, supporting future-focused solutions and initiatives. Shapes measurement strategies, defining new ways to assess success and impact. Facilitates high-impact conversations with stakeholders, using storytelling and influence to drive alignment. Leads oversight of regulatory and compliance matters, to include exam activity. Leads risk management development, balancing association goals with regulatory and member focused outcomes. Serves as subject matter expert, providing guidance, coaching, and on the job training for team members. Continuously develops and actions on 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. 7 years progressive operations or process experience in the financial services, insurance, or relevant industry. 3 years of quality assurance/control or quality improvement experience to include developing, implementing, and maintaining quality assurance/control/testing programs. Demonstrated expertise analyzing complex data sets, identifying trends, and influencing stakeholder decisions on recommended strategies to remedy issues. Comprehensive knowledge of quality assurance trends, regulations, and best