Manager, Quality Assurance/Quality Control

4 weeks ago

Phoenix, Arizona, United States USAA Full time
Quality Assurance Manager for Bank Financial Crimes

At USAA, we are committed to facilitating the financial security of our members and their families. As a Quality Assurance Manager for Bank Financial Crimes, you will play a critical role in ensuring the effectiveness and efficiency of our quality assurance/control programs.

Key Responsibilities:

  • Manage a team responsible for developing and implementing quality assurance/control programs to ensure effective and efficient policies, processes, and procedures are aligned and followed.
  • Conduct quality reviews and deliver results to appropriate partners and develop action plans for success.
  • Develop employees through regular coaching and feedback that leads to improved results.
  • Recruit, develop, and retain a hard-working team dedicated to quality management, compliance, and risk control monitoring and evaluation efforts.
  • Manage employee performance and facilitate professional development and career progression.
  • Ensure employees understand how the tasks they perform help mitigate risk and protect the brand and reputation of USAA.
  • Plan, develop, implement, and monitor all Quality and Affiliate evaluation processes and procedures as well as specialty evaluation requests, ad-hoc studies, and projects.
  • Manage, support, and calibrate to deliver evaluation results and analysis to various partners and internal/external customers.
  • Provide recommendations to process and product owners for improvements based on industry best practices and regulatory/compliance standards.
  • Provide guidance and support related to various review and evaluation aspects, including but not limited to assisting with action plans and follow-up on plan execution.
  • Identify opportunities to automate/streamline quality and compliance efforts.
  • Create a collaborative environment that fosters cross-functional communication, both internal and external to CoSA, for collective success towards attainment of strategic/tactical quality and compliance objectives.
  • Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate quality reviews/evaluations performance standards.
  • Reviews evaluations performed, territories, methods of inspection and Affiliate relationships to ensure quality processes are relevant and business risks are mitigated.
  • May serve as the SME for policies, procedures, practices, and expertise for CoSA/Affiliate Quality and Reinspection Programs.
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements:

  • Bachelor's degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 6 years of progressive related experience in a quality assurance, control role within a financial services industry, combined with customer service, operations, or processing experience in relevant industry.
  • 2 years of direct team lead, supervisory, or management experience.
  • Strong communication skills with demonstrated ability to deliver presentations and communicate information in a way that is easily understood by varying audiences.
  • Advanced understanding of the quality assurance subject area and demonstrated application of knowledge, skills, and abilities towards work products and deliverables.
  • 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:

  • US military experience through military service or a military spouse/domestic partner.
  • 6 years of experience in Bank Financial Crimes including, but not limited to Fraud Detection, Investigations, or Recovery Operations, Regulation E/Z Disputes, Anti-Money Laundering (AML).
  • 6 years of experience in Root Cause Analysis.
  • Deliver timely, relevant, and meaningful communication, coaching, and performance development feedback to all QA Advisors.
  • Proficient knowledge in analyzing data and developing reports that support analysis conclusion.
  • Uses proficient knowledge to provide guidance in the design, assessment, implementation, and/or administration of moderately complex quality assurance/control programs, practices, and policies.
  • Identifies and evaluates quality standards, measurements, and process improvements to ensure they are aligned with internal practices and regulatory requirements.
  • Administers quality assurance/control programs and communicates quality program decisions.
  • Briefs key stakeholders and management on quality assurance/control review results, trends, studies, and initiatives, and recommends courses of action.
  • Identifies issues and provides timely escalation to appropriate business leaders.

What we offer:

  • 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. The salary range for this position is: $89,990 - $161,990.
  • 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.

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