Director, Quality Assurance

USAA
San Antonio, Phoenix
Workplace: HybridFull timeUSD 127,310 - 229,160Function: QA, Test & Release EngineeringEducation: bachelorsSkills: ["Leadership","Critical thinking","Stakeholder management","Influencing","Root cause analysis"]

Lead a team to develop, implement, and govern automated and technologically supported quality assurance capabilities for Sales, Service, and Advocacy (Complaints). Own validation strategies, QA automation (including scoring), and measurement frameworks to ensure quality, risk controls, and regulatory requirements are consistently met. Drive continuous improvement through analytics and predictive insights, deliver evaluation results and action plans to stakeholders, and advise senior leadership on QA strategy.

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FursaFursa
USAA
USAA
1 day ago

Director, Quality Assurance

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead a team to develop, implement, and govern automated and technologically supported quality assurance capabilities for Sales, Service, and Advocacy (Complaints). Own validation strategies, QA automation (including scoring), and measurement frameworks to ensure quality, risk controls, and regulatory requirements are consistently met. Drive continuous improvement through analytics and predictive insights, deliver evaluation results and action plans to stakeholders, and advise senior leadership on QA strategy.
Location: San Antonio, Phoenix
Workplace: Hybrid
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Director level

Key Responsibilities

  • •Direct and implement the strategic vision for QA, aligning training, governance, and compliance to business objectives.
  • •Oversee development and execution of quality programs aligned with business efforts, financials, and member experience.
  • •Define and evolve measurement frameworks, driving accountability and future readiness for automated QA solutions.
  • •Ensure risks are identified, measured, monitored, and controlled in line with risk and compliance policies and procedures.
  • •Build and oversee a team, managing recruiting, development, retention, coaching, performance management, and managerial activities.

Pay and Benefits

Salary: USD 127,310 - 229,160
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental BenefitsPaid LeaveAdoption AssistanceWellness Stipend

Key Requirements

  • •8+ years progressive sales, service, and advocacy experience in the insurance industry.
  • •3+ years leading or managing teams in quality assurance/control or quality improvement.
  • •4 years of quality assurance/control experience, including developing, implementing, and maintaining QA/control/testing programs.
  • •Demonstrated comprehensive knowledge of QA trends, regulations, and best practices.
  • •Ability to provide root cause analysis and influence decisions with subject matter expertise.
Experience:InsuranceSalesCustomer serviceAdvocacyAnalytics
Education:Bachelor's
Skills:LeadershipCritical thinkingStakeholder managementInfluencingRoot cause analysis
Tech Stack:NICE Call Transcription

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn