Quality Assurance Specialist I (Mid-level) - Model Testing at USAA

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 Quality Assurance Specialist I, you will support USAA's financial strength through measurement, analysis, and review of quality assurance and compliance related business processes. Responsible for executing quality assurance and first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with USAA's policies and procedures. Identifies and manages existing and emerging risks and ensures these risks are effectively identified, measured, monitored and controlled. In addition, this role is responsible for pulling and reviewing reports and managing research queries for Managers or other internal stakeholders. Participates in the planning, execution and delivery of quality assurance related initiatives.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in Phoenix, AZ. Relocation assistance is not available for this position.

What you'll do:

• Under minimal supervision, performs moderately complex quality evaluations such as call/contact monitoring and testing to be used as internal controls reported to CoSA Management, Enterprise Partners, and/or Executive Leadership.
• Performs specific targeted testing and monitoring of designated processes and transactional activity.
• Evaluates for accuracy, compliance, and consistent execution of internal processes and regulations to mitigate risk and protect brand and reputation.
• May collaborate with leaders and internal partners to execute quality assurance activities.
• Coordinates with internal partners to meet compliance requirements and mitigate risk.
• Acquires and applies a maturing knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are followed.
• Creates reports and delivers assessment/evaluation results to appropriate levels of leadership and applicable stakeholders.
• Analyzes and interprets data to monitor trends, identifies trends/root causes, and partners with customers to proactively address issues and support the development of appropriate action plans and business solutions.
• Serves as an informal subject matter resource, assisting the first line of defense with quality, compliance, and regulatory questions related to operational and business execution.
• Provides quality support and works to resolve escalations and drives consistency related to assessment/evaluation results and findings.
• Maintains and applies a proficient level of knowledge of industry products, services and processes.
• 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:

• High School Diploma OR General Equivalency Diploma required.
• 2 years of quality assurance experience in financial services industry; OR 3 years of related work experience in customer service, operations, or processing experience in relevant industry.
• Strong communication skills with demonstrated to translate information in a way that is easily understood by varying audiences.
• Ability to evaluate, prioritize and make informed decisions to ensure timely and accurate completion.
• Knowledge of federal laws, rules, regulations, and applicable guidance

What sets you apart:

• Experience analyzing data identifying key issues, trends, and observations.
• Possess excellent communication skills and strong business acumen.
• Proficient in applying execution of time management skills and organize workload within required business deadlines.
• Solid understanding of Microsoft Office tools to include Word, Excel, and PowerPoint to include data gathering.
• Possess exemplary communication skills and strong business acumen; ability to present analytical results to executives in verbal and written form and influence senior leaders, peers.
• US military experience through military service or a military spouse/domestic partner.

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: $59,290 - $100,050.

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 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.