Schedules and conducts work quality evaluations to determine if service and quality control standards are being met.
Analyzes quality issues and recommends improvement opportunities to QA management for review.
Compiles issues and recommendations for improvement, for use in calibration sessions. Provides feedback to associates and managers on results.
Provides information to QA leadership to assist in the feedback and formal education process of service or processing performance expectations. Makes initial needs recommendations based on evaluation results.
Prepares internal reporting on quality, quantity, workflow analysis, and performance statistics.
Participates in new hire training programs as a technical resource. Monitors and communicates associate's progress with appropriate team leader/supervisor/manager.
May recommend, develop and conduct additional coaching or technical aids based upon evaluation results and ongoing needs assessment.
May prepare and update procedure manuals.
May perform other responsibilities as assigned.
Reports to: Supervisor or Manager. Individual contributor role.
Typical Skills and Experiences:
Education: Undergraduate studies in business administration, communication or a related field is preferred.
License/Certification/Designation: Ability to obtain state licenses where required.
Experience: Three years work experience in training or service (call) or processing center environment in product-related area to facilitate understanding of function-specific processing and quality/performance improvement process. Prefer previous quality assurance experience.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the business unit Director and HR Director.
Values: Regularly and consistency demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Eligible (Non Exempt)
Working Conditions: Normal office environment
Benefits
Remote work options
Additional Information
Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, "on your side" goes beyond just words. Our customers and partners are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.
The Quality Assurance (QA) Analyst plays a critical role in ensuring consistent, high-quality service delivery within a service or processing environment (e.g., call center or operations team). This individual evaluates work performed by associates, identifies areas for improvement, and partners with leadership to strengthen performance, compliance, and customer outcomes within our Life Business.
Work schedule : 2 days in office, 3 days remote.
The hired associate must reside within 35 miles of the following location(s):
Grandview: 1000 Yard Street Grandview OH, 43215
Pay Band: D2
Job Description Summary
By assuring the quality of our practices, we make sure Nationwide is positioned to succeed and provide outstanding service, products and value to our customers, our company and our industry. If you can take a project and run with it, offer your best ideas to improve processes and help our team and those we support improve their work, we want to hear from you!
As a Quality Assurance Analyst you will prepare, coordinate and conduct quality evaluations and needs assessments to ensure quality standards and service requirements are met. We'll count on you to advise management and associates of results recommended solutions and to deliver coaching that supports consistent processes and performance improvement solutions.
Job Description
Nationwide · Ohio - Grandview Heights, 1000 Yard Street, H Building