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Quality Assurance Manager

Expired Job

United Services Automobile Association (Usaa) San Antonio , TX 78245

Posted 5 months ago

Purpose of JobWe are currently seeking talented Manager, Quality Assurance for our San Antonio, TX or Phoenix, AZ facility.

Manages a team who measure, analyze, and report on moderately complex quality and compliance audits on the technical skills and the business processes of CoSA internal line(s) of business. Develops employees through regular coaching and feedback that leads to improved results. Executes quality process improvements and leads organizational process changes. Maintains compliance with policies, procedures, and regulations.

Job Requirements

  • Holds responsibility for recruiting, developing and retaining high-performing insurance professionals dedicated to first line of defense quality, compliance and risk control auditing 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.

  • Coaches on the importance of building strong relationships, proactively recognizing and offering appropriate quality solutions, and the importance of sound communication skills and the ability to influence others.

  • Plans, develops, executes and monitors all Quality and Affiliate auditing processes and procedures as well as specialty audits, ad-hocs, studies and projects.

  • Utilizes a variety of tools, directs, supports, level-sets, downloads, calibrates and delivers audit 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 auditing 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 auditing/reinspection performance standards.

  • Reviews audits performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.

  • Serves as the contact for policies, procedures, practices and expertise for CoSA/Affiliate Quality and Reinspection Programs.

  • Advanced understanding of the unique needs of our internal and external customers and provide integrated solutions.

  • Assists with state investigations, internal/external audit engagements, trials and pre-trial/trial activities for CoSA Litigation cases.

Minimum Requirements

  • Bachelor's Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.

  • 6 or more years of progressive related experience required.

  • 2 or more years of direct team lead, supervisory or management experience required.

  • Advanced understanding of the function/discipline and demonstrated application of knowledge, skills and abilities towards work products required.

  • Advanced level of business acumen in the areas of the business operations, industry practices and emerging trends required.

  • Qualifications may warrant placement in a different job level.*

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.


  • Strong knowledge of the SCRA Regulation, UDAAP & Compliance Risks.

  • Strong working knowledge of Credit Card and or Deposit Products.

  • 6 Years of operations, process experience, quality assurance or quality improvement.

  • 5 years leadership experience.

  • 5 years people management experience.

  • 2 years risk management experience.

  • Proven leadership, evident by the ability to inspire and lead.

  • Transformational leader with documented experience of taking initiative and smart risks.

  • Strong experience leading teams through constant change.

  • Excellent communication and presentation skills.

  • Selected candidates will attend and complete the Management Development School program in San Antonio, TX, during their first six months in position.*

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.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

Relocation assistance is not available for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement), or must have manager's approval prior to posting.

Last day for internal candidates to apply to the opening is 09/10/18 by 11:59 pm CST time.

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Quality Assurance Manager

Expired Job

United Services Automobile Association (Usaa)