Sandra R. Espinoza
San Antonio
Summary
Results-driven Quality Assurance Advisor with a track record of designing and implementing bank-wide compliance frameworks that significantly reduce financial risk. Expertise in cultivating partnerships with Legal and Compliance teams, driving quality assurance initiatives that enhance member satisfaction and operational integrity.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Quality Assurance Advisor Lead
USAA Federal Savings Bank
San Antonio
09.2020 - 12.2025
- Director level position responsible for maintaining strict alignment to Regulatory requirements to prevent negative Member impact and bank financial losses.
- Developed and maintained bank-wide quality framework to ensure regulatory compliance.
- Fostered collaboration with Business Risk & Control partners and Legal and Compliance to strengthen Quality Assurance Test Attributes.
- Designed and implemented Procedural documents utilized bank-wide, to ensure alignment and accuracy of processes.
- Delivered technical expertise and support for committees, projects, and initiatives.
- Maintained expert knowledge of all industry laws, regulations and internal policies, and procedures.
Quality Assurance Advisor Senior
USAA
San Antonio
03.2019 - 09.2020
- Trained and monitored quality assurance employees to ensure accuracy in quality reviews, enhancing overall compliance and performance.
- Maintain expert knowledge of all collections industry laws, regulations and internal policies, procedures, and processes to include: TILA/Reg Z, Reg E, Reg F, Reg B, UDAAP, FCRA, SCRA/MLA, and BSA/AML.
- Developed quality assurance test attributes as a technical writer, collaborating with business units to create a comprehensive framework based on their processes and procedures.
- Delivered technical expertise and support for committees, projects, and initiatives, contributing to informed decision-making and improved outcomes.
Training Advisor
USAA
San Antonio
05.2015 - 03.2019
- Facilitated Member Debt Solutions new hire classes, enhancing onboarding experience for new employees.
- Provided feedback to leadership on strengths and development opportunities for learners to align skillsets with organizational goals.
- Developed Quality Assurance frameworks as Technical Writer, collaborating with stakeholders to create precise training materials.
Member Debt Solutions Senior
USAA
San Antonio
04.2013 - 08.2015
- Ensured compliance with Fair Debt Collection Practices Act to protect consumer rights.
- Maintained expert knowledge of all collections industry laws, regulations and internal policies, procedures, and processes.
- Managed operational workflows to meet service level objectives.
- Collaborated with teams to maintain productivity and reassigned tasks to manage demand effectively.
- Provided technical expertise on committees and projects.
Banking Specialist
USAA
San Antonio
09.1999 - 04.2013
- Conducted Member needs assessments to identify reasons for delinquency and offered tailored solutions to enhance financial security.
Education
Master of Science - Organizational Development & Leadership
Incarnate Word University
01.2017
BBA - Entrepreneurial Studies
St. Mary's University
01.1993
Skills
- Quality assurance
- Regulatory compliance
- Technical writing
- Excel
- Salesforce
- Microsoft Office
- Asana
- PowerPoint
Certification
- Certified Risk & Compliance Management Professional (CRCMP), 06/01/19
- Corporate Risk Manager Certified (CRCM), 07/01/21
Timeline
Quality Assurance Advisor Lead
USAA Federal Savings Bank
09.2020 - 12.2025
Quality Assurance Advisor Senior
USAA
03.2019 - 09.2020
Training Advisor
USAA
05.2015 - 03.2019
Member Debt Solutions Senior
USAA
04.2013 - 08.2015
Banking Specialist
USAA
09.1999 - 04.2013
Master of Science - Organizational Development & Leadership
Incarnate Word University
BBA - Entrepreneurial Studies
St. Mary's University