Purpose of Job
This role will support the strategic, analytical, reporting and program management efforts of the Quality Management function within the P&C Distribution and Service Organization. This individual will be responsible for process automation within the Quality space, conduct data analysis to identify error root cause and collaborate with partners to develop and implement solutions; lead initiatives that drive continuous improvement and increase efficiency.
About USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds - collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee's manager. Candidates are expected to live a commutable distance from our offices in San Antonio, TX, Phoenix, AZ or Tampa, FL.
Responsible for developing, implementing and sustaining quality assurance/control programs to ensure effective and efficient policies, processes, and procedures are aligned and followed. Conducts quality reviews and delivers results to appropriate stakeholders and develops action plans for success.
Job Requirements
Primary Responsibilities:
Identifies and manages existing and emerging risks that stem from business activities and the job role.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
Follows written risk and compliance policies, standards, and procedures for business activities.
Uses proficient knowledge to provide guidance in the design, assessment, implementation and/or administration of moderately complex quality assurance/control programs, practices and policies.
Identifies and evaluates quality standards, measurements, and process improvements to ensure they are aligned with internal practices and regulatory requirements.
Administers quality assurance/control programs and communicates quality program decisions.
Schedules and facilitates training and administers training materials and events to meet quality requirements.
Briefs key stakeholders and management on quality assurance/control review results, trends, studies, and initiatives, and recommends courses of action.
Serves as a resource to team members and/or business and identifies appropriate issues for escalation.
Minimum Qualifications:
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
4 or more years of quality assurance, control, operations or process experience
Previous experience working in a financial services environment
Demonstrated experience analyzing data, identifying trends, and recommending solutions
Preferred Qualifications:
Bachelor's Degree
At least 3 years analytical and data science experience
At least 2 years experience with Artificial Intelligence, Machine Learning or Process Automation
Experience developing tableau dashboards
Experience working with phone interaction transcription data and analytics tools to automate quality processes
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:
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 position. The salary range for this position is: $72,900 - $131,400 * .
Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.
*Geographical Differential : Geographic pay differential is additional pay provided to eligible
employees working in locations where market pay levels are above the national average.
Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.
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.
To see details on our outstanding benefits, visit USAA Total Rewards. (https://hrportal.ehr.com/usaa/Prospective-Employees)
Relocation assistance is not available for this position.
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.
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.
