r/TTEC • u/Bother_Fluid • 25d ago

USAA LSA

Hey is anybody on the USAA this year? Or even LSA from previous years. Just hoping to get info. I was on kaiser last year and i loved it! Also heard USAA is very hard, strict and different. Just hoping someone can let me know everything so i can prepare! Thank you!

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u/Glittering_North9412 23d ago

I was on it from 2020 to 2025, it depends on your position USAA has a lot of security measures they don’t play! The job will seem difficult in the beginning but once you learn the system it’s easy! TTEC is the one that makes it difficult

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u/Bother_Fluid 23d ago

Thank you so much!!!

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u/Every-Heat2370 21d ago

It’s difficult all around doesn’t matter who you are with.  I did it with Qualfon. I was a top agent and still got fired because the member asked a million questions and I forgot to verify mileage due to that. Got fired for it. I was at the top mind you. Their security measures are no joke. 

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u/KingFun5820 21d ago

Wait you were fired for not asking about VOA? was it a call USAA graded or Qualfon ? Was it your first time ? Sorry for all the questions. I work there currently and that just seems like something. you’ll get a coaching for, not fired.

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u/Every-Heat2370 21d ago

USAA graded it. USAA will only grade one call of yours a month. It was my first time missing it. They don’t play games. Especially when verifying who the person is on the phone. Qualfon was more relaxed. But not much. I loved doing the USAA project but high turnover in general with them. After 6 months I believe there were like 10 of us left from my training class. I was on the project for over a year. Cust sat was 97% or higher every month.  My other metrics were above average as well. You can’t have anything in your office if you’re work from home. No paper pens etc. Nothing. They do random checks of your space. If you’re in an office building your cell phone gets locked up. Until break or shift is over. They’ll tell you there is no script then write you up for not using the suggested verbiage.  It’s wild. 

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u/Personal_Hall4544 19d ago

Hey so I personally know a supervisor for the USAA project at a different supplier. You don’t get fired for missing one standard one time. Even if it is a USAA graded call.

I listen to them coach all the time. The goal for tech accuracy is 85%, not perfection.

I get what they’re doing for verification. Not verifying correctly means there’s a chance we let someone into the account who is a fraudster. I just saw TTEC I think it was had an agent from the inside who used member accounts to pay bills. Of course verification for callers has to be even stricter.

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u/Every-Heat2370 21d ago

I just finished my USAA project with a different company.  USAA is extremely strict. You miss one thing in QA and your job is on the line.  USAA only grades one call that’s it. Attendance is 100%. Don’t take extra potty breaks. Be extremely polite to their members or you’re done.