Nelda Correa-Cavazos
San Antonio,TX
Summary
Quality Assurance professional with extensive experience ensuring product and process quality within the banking and financial services industry. Proven ability to identify and resolve defects, perform data-driven analysis, and implement improvements that enhance operational efficiency while maintaining compliance within established risk frameworks. Recognized as a reliable team player with strong communication skills, a collaborative mindset, and adaptability to evolving business and regulatory needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist I – Omni Channel
USAA Federal Savings Bank
01.2022 - Current
- Performed specialty monitoring and quality control evaluations across critical business areas, including Physical Presence Monitoring, Complex Process Monitoring, Profile Recovery Research (AIR), Social Servicing, and multiple EWL Oversight functions (Abusive Member, MRT High-Risk Allegation, Targeted High-Risk Allegations, Authentication Complaints).
- Delivered regular updates to leadership, identifying business risks, recommending mitigation strategies, and ensuring alignment with compliance and regulatory standards.
- Trained and mentored peers on specialized QA testing procedures, improving accuracy, efficiency, and team-wide consistency.
- Partnered with stakeholders to identify deficiencies, develop corrective action plans, and strengthen overall risk and compliance controls.
- Collaborated with business owners to evaluate control failures, assess impact, and drive remediation efforts.
- • Ensured ongoing compliance with BSA/AML, REG E, UDAAP/UDAP, TILA/REG Z, SCRA, FCRA, and MLA by monitoring regulatory updates and implementing necessary process changes.
Quality Assurance Specialist II MSR Testing
USAA Federal Savings Bank
10.2021 - 11.2022
- Ensure operational and compliance risks are effectively identified, measured, monitored, and controlled in alignment with regulatory standards.
- Apply subject matter expertise to conduct root cause analysis and coordinate testing efforts to strengthen risk management practices
- Monitor and test bank business processes, policies, and procedures to verify adherence to established quality criteria within applicable Laws, Rules, and Regulations.
- Collaborate with internal partners to meet compliance and operational requirements, driving effective risk mitigation strategies.
- Provide business support through process reviews, quality audits, and testing, ensuring operational risks are accurately identified and addressed.
Member Solutions Specialist II
USAA Federal Savings Bank
10.2018 - 11.2021
- Consistently achieved matrix goals with 100% compliance and technical accuracy, ensuring adherence to quality and regulatory requirements.
- Identified member events and delivered tailored solutions across multiple products, engaging members to uncover and address underlying financial needs.
- Provided hands-on support for new Credit Card hires, educating on procedures and setting clear expectations to improve member experience and mitigate risk.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Arts - Psychology
Our Lady of The Lake University
San Antonio, TXMaster of Science - Management and Leadership
Western Governors University
Skills
- Leadership & Management: 10 years of management experience with proven ability to lead high-performing teams, mentor staff, and drive results
- Banking Expertise: 5 years of knowledge and hands-on experience with USAA Bank products, including Retail Bank Deposits and Credit Cards
- Communication: Excellent verbal and written communication skills with the ability to deliver clear, concise, and impactful messages
- Coaching & Development: Effective coach skilled at influencing results, providing feedback, and supporting professional growth
- Process Improvement: Experienced in identifying inefficiencies, implementing process improvements, and championing change initiatives
- Risk & Compliance: Skilled in delivering difficult messages while maintaining compliance with policies, regulations, and organizational standards
- Time Management: Highly organized with strong ability to prioritize tasks, manage competing deadlines, and execute efficiently
- Change Leadership: Recognized as a Champion of Change, driving adoption of new processes and fostering adaptability within teams
Certification
- UTSA Safe 6 Scrum Master Certified - 2022
- CORNELL UNIVERSITY Project Management Certificate -2024
- Texas A&M UNIVERSITY Business Analytics and Operations Certificate-2025
- PROFESSIONAL DEVELOPMENT Six Sigma White Belt – 2023
- ABA CERTIFICATE - BSA and AML Compliance – 2021
- ABA Certificate-Fraud Prevention-2024
Timeline
Quality Assurance Specialist I – Omni Channel
USAA Federal Savings Bank
01.2022 - Current
Quality Assurance Specialist II MSR Testing
USAA Federal Savings Bank
10.2021 - 11.2022
Member Solutions Specialist II
USAA Federal Savings Bank
10.2018 - 11.2021
Bachelor of Arts - Psychology
Our Lady of The Lake University
Master of Science - Management and Leadership
Western Governors University