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Quality Assurance Advisor Lead

Usaa

This is a Contract position in Gilbert, AZ posted February 14, 2020.

Purpose of Job
We are currently seeking a talented Quality Assurance Advisor Lead for the Phoenix Campus.

Responsible for developing, implementing and sustaining quality assurance programs to ensure existing and emerging risks associated with business activities are effectively identified, measured, monitored and controlled. Ensures quality standards are established in accordance with internal practices, risk and compliance policies and procedures, and regulatory requirements.

Job Requirements

Uses expert knowledge to provide guidance in the design, assessment, implementation and/or administration of highly complex quality assurance programs, practices and policies.
Identifies and evaluates quality standards, measurements, and process improvements to ensure effective and efficient business solutions.
Designs, directs, and executes quality assurance programs, and provides guidance, oversight, and communication on quality program decisions.
Applies advanced principles, theories, and concepts of quality methods and tools to identify, analyze, improve, and implement business solutions.
Recommends and facilitates policy and procedural changes.
Develops quality standards and ensures alignment with internal practices and regulatory requirements.
Evaluates and oversees success measurements.
Manages the development and implementation of training programs and materials to meet quality requirements, ensure compliance with legal standards, and align with CoSA/LOB and Enterprise strategy.
Consults with business stakeholders and advises senior management on review results, trends, studies, and initiatives, and recommends courses of action.
Serves as a primary resource for escalated issues of an unusual nature and may provide coaching to team members as needed.

Minimum Education
Bachelor’s Degree OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree

Minimum Experience
8 or more years progressive operations or process experience
4 years of quality assurance or quality improvement experience
Expert knowledge and experience in analyzing data, identifying trends, and influencing decisions on recommended strategies to remedy issues
Demonstrated knowledge of regulatory laws and best practices

*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 able to change your responses.

Preferred Experience
Centers for Business Solutions (CBS) Manager Operating System or Collections Call Center Experience
Extensive Knowledge in all Federal and State Collections Regulations (i.e. FDCPA, NACHA, REG A-E, CFPB)
Strong Facilitation/Presentation Skills
Advanced knowledge of Microsoft Office Tools (Word, Excel, Power Point, and Publisher)

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 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 managers approval prior to posting.

Last day for internal candidates to apply to the opening is 2/13/20 by 11:59 pm CST time.