Executive Director, Quality Management: Member Value Contact Center Enablement

About the role

As a dedicated Executive Director, Quality Management: Contact Center Enablement, you will provide executive oversight and direction for the vision, strategy, planning, and operational execution of the Quality Management and compliance risk programs. Leads the outcome-based Quality Management strategy by establishing a scalable, data-driven framework focused on customer experience outcomes, regulatory compliance, and operational excellence. Transforms traditional quality assurance practices into an outcome-based model aligned with business goals, while leading cross-functional teams and partnering with Risk, Compliance, Legal, and other internal control functions to mitigate risk and deliver measurable business impact. 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, Colorado Springs, CO, Tampa, FL, Chesapeake, VA, OR Phoenix, AZ. Relocation assistance is available for this position.

Responsibilities

• Provides executive oversight of quality management across business operations, ensuring accuracy, consistency, and alignment with outcome-based performance standards.
• Leads the design, implementation, and continuous refinement of an association-aligned, outcome-based Quality Management framework, including controls, governance, and calibration processes.
• Champions continuous improvement initiatives by identifying root causes and implementing strategies that enhance customer outcomes, operational efficiency, and risk mitigation.
• Defines and evolves key performance metrics and outcome-based KPIs aligned to business objectives, member experience, and regulatory expectations.
• Leads advanced quality analytics to identify trends, risks, and opportunities, partnering with analytics, actuary, and Learning and Development to drive performance improvement.
• Accountable for response to Internal Audit findings, ensuring effective remediation and alignment with compliance and risk standards.
• Delivers clear, actionable reporting to senior leadership, including insights on trends, root causes, business outcomes, and recommended operational actions.
• Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction. Directs and implements process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks
• Collaborates with Risk, Compliance, Legal, Internal Audit, and other control functions to align on regulatory requirements and develop proactive risk mitigation strategies.
• Ensures 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.
• 10 years of progressive experience in quality management, including development and leadership of QA/QC programs control frameworks, and continuous improvement strategies that drive operational performance and regulatory compliance.
• 4 years of leadership experience building and developing high-performing teams within complex, matrixed organizational environments.
• Deep expertise in quality management, continuous improvement, and control frameworks, with strong knowledge of regulatory requirements, risk management principles, and industry best practices.
• Proven ability to apply risk and compliance frameworks to identify operational gaps and implement practical, outcome-focused solutions.
• Experience managing third-party/vendor relationships, including establishing ove

Benefits

Additional Information

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.

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