QA Lead

Manager, Quality Assurance - Omnichannel

ABOUT USAAUSAA 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. The Manager, Quality Assurance - Omnichannel leads a team responsible for developing and implementing 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 collaborators and develops action plans for success. Develops employees through regular coaching and feedback that leads to improved results. 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 encouraged to live a commutable distance from one of our offices in San Antonio, TX, Plano, TX, Phoenix, AZ, Tampa, FL, Colorado Springs, CO or Charlotte, NC.

Job Requirements

Primary Responsibilities:

• Identifies and handles existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Holds responsibility for recruiting, developing and retaining a successful team dedicated to quality management, compliance and risk control monitoring and evaluation efforts.
• Leads 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, implements, and monitors all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies and projects.
• Leads, supports, and calibrates to deliver evaluation results and analysis to various partners 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.
• Crafts 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 efficiency by handling 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.

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.
• 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.

Preferred Qualifications:

• US military experience through military service or a military spouse/domestic partner
• Subject matter expertise in federal laws, rules and regulations including the following: UDAAP, Reg Z, Reg DD, and FDCPA.
• 2+ years recent testing experience
• 1+ years recent leadership/coaching experience in banking quality assurance, compliance, and/or operational risk role(s).
• 1+ years recent experience in the change management process in leadership role(s).

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.