The OpportunityWe are seeking a detail-oriented and analytical professional to join our Quality Assurance team, responsible for conducting both inline and post-production quality reviews of member advocacy work within the Bank. This role plays a critical part in ensuring compliance with established policies, procedures, regulatory requirements, and quality standards while helping drive continuous improvement across the organization.
The ideal candidate will possess strong knowledge of banking products and services, exceptional critical thinking skills, and the ability to evaluate complex situations with sound judgment and attention to detail. This is a production-focused role where success requires balancing quality and productivity objectives while identifying risks, trends, and opportunities for improvement.
In this position, you will review advocacy interactions and casework, provide meaningful feedback, support quality and compliance initiatives, and help ensure consistent execution of member-focused processes. Candidates with experience in banking operations, escalated member concerns, executive complaints, fraud, credit cards, lending, or other complex banking environments will be well positioned to succeed. This role offers broad exposure to banking operations, risk management, quality assurance, and member advocacy while providing opportunities for growth and development within the organization
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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.
Relocation assistance is
not available for this position.
What you'll do:- Identify individual errors through monitoring/audits and may deliver real-time feedback or notification to leaders and/or individual contributors to meet requirements.
- Review internal processes for accuracy, compliance, and consistent execution.
- Identify trends/root causes and partners with team members to support development of action plans and business solutions.
- Contribute to the development of routine reports; generates periodic reporting and may participate in the delivery of results to leaders and stakeholders.
- Maintain and develop knowledge of industry products, regulations, services, and processes to support fulfillment of additional business objectives.
- Schedule and facilitate training, calibrations, and stakeholder meetings.
- Ensure 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 relevant education and/or experience.
- Minimum 2 years' quality assurance, control, operations, or process experience in the financial services, insurance, or relevant industry.
- Experience in analyzing data, identifying trends/problems, and formulating solutions for business issues with a results and production-oriented mindset.
- Knowledge of federal laws, rules, regulations, and applicable guidance to include: UDAAP, TILA/REG Z, BSA/AML, Reg P, Reg E, Reg CC, OCC Heightened Standards.
What sets you apart:- Experience in banking operations, member advocacy, quality assurance, or audit functions, with the ability to evaluate complex interactions and apply sound judgment in a highly regulated environment.
- Demonstrated subject matter expertise in one or more banking products and services, with the ability to assess complex member interactions and operational processes.
- Strong critical thinking and analytical skills with the ability to evaluate complex situations, identify risks, and make sound business decisions.
- Experience balancing productivity, quality, risk, and compliance expectations within a fast-paced operational environment.
- Strong critical thinking and analytical skills with experience identifying risks, assessing quality standards, and balancing productivity, accuracy, and compliance requirements.
Compensation range: The salary range for this position is: $57,970.00 - $103,870.00
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 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.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
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, 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.
