Quality Assurance Specialist II - Omnichannel

Job Description

Purpose of Job

We are seeking 4 Quality Assurance Specialist II’s with 100% Remote work location available.
The individuals selected for this role will be responsible for Bank Member Advocacy Quality Assurance.
Supports USAA's 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 USAA's policies and procedures. Identifies and handles existing and emerging risks and ensures these risks are optimally identified, measured, supervised, and controlled. In addition, this role is responsible for pulling and reviewing reports and handling research queries for Managers or other internal partners. Participates in the planning, execution, and delivery of quality assurance related initiatives.

Job RequirementsAbout USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

USAA Careers – World Class Benefits (31 seconds)

Primary Responsibilities:

• 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 advances issues as needed.
• Follows all written policies related to execute quality assurance activities. May assist with collecting information for internal partners; Acquires and applies a maturing knowledge of the regulatory landscape to ensure accurate compliance with laws and internal processes are followed.
• Finds opportunities to raise more sophisticated employee issues to experienced members of the team or raise to leadership when issues are the most sophisticated or are outstanding 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.

Minimum Requirements:

• High School Diploma OR General Equivalency Diploma
• 1 year of quality assurance experience in financial services industry OR 2 years of Bank work experience in customer service, operations, or processing experience in relevant industry.
• Knowledge of federal laws, rules, and regulations to include: None

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.

Preferred Experience:

• 1 year of quality assurance experience in financial services
• Retail banking experience to include fraud operations, deposits, credit cards, consumer lending, collections, real estate
• Ability to meet tight deadlines and work autonomously
• Exceptional oral and written communication skills

The above description reflects the details considered vital 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.

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 position. The salary range for this position is: $38,600 - $69,600*.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.

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.

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Relocation assistance is not available for this position.

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