Manager, Quality Assurance - Omnichannel

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Manager Quality Assurance, you will support the Quality Control (QC) Program by leading a team of Audit the Auditor (ATA) testers to production goals that demonstrate the accuracy of QC execution by other testing teams. The role will partner with peer managers to ensure all testing efforts remain calibrated and perform to the highest standard. The leader will set performance management expectations and provide coaching and feedback to improve areas of opportunity and support growth and development goals of the team. The manager of this role will also contribute to program strategy efforts for ongoing program expansion and build strong relationships with contact center leaders to gain consensus on upcoming changes and hold contact center accountable for acting on insights gathers from QC and ATA data.

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, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Holds responsibility for recruiting, developing and retaining high-performing team dedicated to quality management, compliance and risk control monitoring and evaluation efforts.
• Manages employee performance and facilitates professional development and career progression.
• Ensures employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
• Plans, develops, executes and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies and projects.
• Manages, supports, and calibrates to delivers evaluation results and analysis to various stakeholders and internal/external customers.
• Provides recommendations to process and product owners for improvements based on industry best practices and regulatory/compliance standards.
• Provides guidance and support related to various review and evaluation aspects, including but not, limited to assisting with action plans and follow-up on plan execution. Identifies opportunities to automate/streamline quality and compliance efforts.
• Creates a collaborative environment that fosters cross-functional communication, both internal and external to CoSA, for collective success towards attainment of strategic/tactical quality and compliance objectives.
• Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate quality reviews/evaluations performance standards.
• Reviews evaluations performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.
• May serves as the SME for policies, procedures, practices and expertise for CoSA/Affiliate Quality and Reinspection Programs.
• 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 related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of progressive related experience in a quality assurance, control role within a financial services industry, combined with customer service, operations, or processing experience in relevant industry.
• 2 years of direct team lead, supervisory or management experience.
• Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
• Advanced understanding of the quality assurance discipline and demonstrated application of knowledge, skills and abilities towards work products and deliverables.
• Knowledge of federal laws, rules, regulations, and applicable guidance to include: OCC Heightened Standards.

What sets you apart:

• 3-5 years previous management experience in call/contact center or retail banking production environment.
• Proven coaching skills that demonstrate the ability to facilitate team cohesion, drive individual growth, support leader messaging, and increase accountability.
• Previous call monitoring experience.
• Deep understanding of QC criteria and retail banking regulatory/operational process execution risk.

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.

What we offer:

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. The salary range for this position is: $89,990 - $172,000.

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

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, please 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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.