Quality Assurance Advisor II - Bank

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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

We are seeking a detail-oriented and analytical professional to join our Quality Assurance team, responsible for conducting both inline and post-production quality reviews of member advocacy work within the Bank. This role plays a critical part in ensuring compliance with established policies, procedures, regulatory requirements, and quality standards while helping drive continuous improvement across the organization. The ideal candidate will possess strong knowledge of banking products and services, exceptional critical thinking skills, and the ability to evaluate complex situations with sound judgment and attention to detail. This is a production-focused role where success requires balancing quality and productivity objectives while identifying risks, trends, and opportunities for improvement. In this position, you will review advocacy interactions and casework, provide meaningful feedback, support quality and compliance initiatives, and help ensure consistent execution of member-focused processes. Candidates with experience in banking operations, escalated member concerns, executive complaints, fraud, credit cards, lending, or other complex banking environments will be well positioned to succeed. This role offers broad exposure to banking operations, risk management, quality assurance, and member advocacy while providing opportunities for growth and development within the organization . We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

Identify individual errors through monitoring/audits and may deliver real-time feedback or notification to leaders and/or individual contributors to meet requirements. Review internal processes for accuracy, compliance, and consistent execution. Identify trends/root causes and partners with team members to support development of action plans and business solutions. Contribute to the development of routine reports; generates periodic reporting and may participate in the delivery of results to leaders and stakeholders. Maintain and develop knowledge of industry products, regulations, services, and processes to support fulfillment of additional business objectives. Schedule and facilitate training, calibrations, and stakeholder meetings. Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. ​ What you have: Bachelor's degree; OR 4 years of relevant education and/or experience. Minimum 2 years’ quality assurance, control, operations, or process experience in the financial services, insurance, or relevant industry. Experience in analyzing data, identifying trends/problems, and formulating solutions for business issues with a results and production-oriented mindset. 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: Experience in banking operations, member advocacy, quality assurance, or audit functions, with the ability to