Business Risk and Controls Quality Assurance Leader

Lisa Morrison

623-***-**** ● *********@*****.*** ● South Jordan, UT, 84009

Results-oriented Manager of Business Risk and Controls with 15+ years of experience in Quality Assurance, Regulatory Compliance, and Operational Risk Management. Proven leader skilled in developing and executing QA programs aligned with OCC mandates, Risk and Compliance policies, and internal control standards. Expert in banking laws and regulations (Reg E, Reg Z, UDAAP, FCRA, SCRA, Reg P), with strong ability to analyze data, mitigate risk, and influence senior leadership through actionable insights. Recognized for driving 99% QA accuracy, leading high-performing teams, and integrating AI and analytics to enhance compliance oversight.

WORK EXPERIENCE

Manager, Business Risk and Controls- Quality Assurance October 2021 to October 2025

USAA Federal Savings Bank - San Antonio, TX

●In response to a consent order placed by the Office of the Comptroller of the Currency, oversaw the design, implementation and administration of multiple quality assurance programs, practices, and policies that aligned with internal QA and QC standards, Risk and Compliance Policies, and Regulatory Requirements.

●Created and presented reporting results, trends, studies and initiatives of completed Quality Assessments, while also recommending courses of action to mitigate business process risks to First and Second Line of Defense partners and Executive, to include C-Suite, Leadership.

●Provided consultation and testing on AI model testing for law/regulation and rules tagging for incoming Bank complaints.

●Managed a team of ten Quality Assurance Advisors who were responsible for providing centralized operational support of internal process reviews, quality audits, and testing to ensure operational risk were identified and mitigated.

●Advocated for and guided the team through the utilization of quality methods and tools to identify, analyze and improve business solutions while maintaining overall accuracy of completed quality assessments of 99%.

●Maintained and monitored monthly key risk indicators for the accuracy of Bank handled complaints, ensuring the monthly metric of 90% accuracy was met and if it did not meet, provided solutions to business partners to obtain a path to green.

Quality Assurance Advisor September 2019 to October 2021

USAA Federal Savings Bank - San Antonio, TX

●Performed pre and post response quality assessments for Bank Handled Complaints, ensuring the complaint was resolved accurately and within regulatory requirements. Complaints where potential regulatory risk was identified and/or the complaint was not accurately resolved, were escalated for accurate resolution.

●Created and facilitated training for pre and post response quality assessment roles, to include but not limited to, Regulatory Complaints, as well as Compliance related Complaints where it was identified a potential violation of law may have occurred.

●Assisted in creating, testing, and implementing multiple Bank handled Complaint Quality Assessment forms. Quality standards, measurements and process improvements for all newly created Quality Assessment programs aligned with internal QA and QC standards, Risk and Compliance Policies, and Regulatory Requirements.

Bank Member Advocate September 2015 to September 2019

USAA Federal Savings Bank - San Antonio, TX

●Handled the research and resolution of complaints submitted through various channels, such as telephone, social media, Regulatory agencies, and complaints escalated through Executive Leadership. effectively communicated the resolution of the complaint via oral or written method.

●Tracked information and data trends to identify common themes that were used to address and mitigate Bank risk and future customer satisfaction. Shared identified operational risks and process improvement opportunities with all level of management to influence change regarding processes, policy and technology.

●In partnership with Bank Compliance, redesigned and implemented the Bank Complaints Insight to Action program, which identified potential Bank Regulatory risks, overall process experience pain points as well as customer dissatisfaction that were identified through various customer communication channels as formal complaints. Documented procedures aligning with Compliance framework and created process maps for various Insight to Action workflows.

Financial Soundations Specialist August 2009 to September 2015

USAA Federal Savings Bank - San Antonio, TX

●Answered customer questions surrounding USAA deposit and credit card product features and benefits.

●Created and implemented area initiatives that drove and improved overall employee performance results by over 100%.

●Served as team leader, coach, mentor, and role model on the team. Provided peer assistance and coaching for transactional processing, systems and tools navigation, as well as, Bank processes/procedural understanding.

●Identified areas of improvement and patterned with appropriate Bank stakeholders to resolve technical issues that impact customer and employee satisfaction, such as bank process changes, customer promotional offers, and issues within internal work systems that impacted employees.

SKILLS

●Subject matter expert in Deposit and Credit Card operations

●Subject matter expert in Banking Laws/Regulation and Rules, such as, but not limited to, Regulation E, Regulation Z, UDAAP, FCRA, SCRA and Regulation P.

●Subject matter expert in Bank Complaint handling

●Skilled in all Microsoft Office products, as well as, Salesforce and Tableau reporting

Strong oral and written presentation skills

EDUCATION

B.A. Organizational Leadership

Arizona State University, Tempe, AZ - In progress

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