Quality Assurance Specialist II (Mid-Level) - Omnichannel-2

Why USAA

At USAA our mission is to empower our members to achieve financial security through highly competitive products exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA where our core values honesty integrity loyalty and service define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Quality Assurance Specialist II you will support USAAs 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 USAAs 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 the following location: San Antonio TX.

Relocation assistance is not available for this position.

What youll do:

• Under direct supervision performs first-level quality reviews of business processes such as call/contact monitoring testing or other evaluations to be used as internal controls reported to CoSA Management Enterprise Partners and/or Executive Leadership.
• Assists team in conducting quality evaluations for accuracy compliance and consistent execution of internal processes and escalates issues as needed.
• Follows all written policies related to execute quality assurance activities.
• May assist with gathering information for internal partners; Acquires and applies a maturing knowledge of the regulatory landscape to ensure proper compliance with laws and internal processes are followed.
• Identifies opportunities to escalate more complex employee issues to experienced members of the team or escalate to leadership when issues are the most complex or are unique in nature.
• Maintains familiarity with internal processes and an awareness of changes.
• Supports administrative duties such as electronic filing storing and imaging documents and quality results.
• 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.
• 1 year of quality assurance experience in financial services industry; OR 2 years of related work experience in customer service operations or processing experience in relevant industry.
• Knowledge of federal laws rules and regulations to include: UDAAP Reg Z Reg DD FDCPA SCRA FCRA.

What sets you apart:

• 1 year of experience in financial services complaint resolution.
• 2 years of experience in handling complex and escalated customer issues.
• 1 year working with federal laws rules and regulations including: UDAAP Reg Z Reg DD FDCPA SCRA FCRA.
• U.S. military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $54550 - $92060.

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 .

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.