Hybrid QA Analyst: Drive Quality & Coaching Impact

Nationwide Mutual Insurance Company; Grandview Heights (OH); Hybrid; USD 46,000 - 81,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

Short and long term disability

Paid time off

Nine paid holidays

401(k) with company match

Pension plan

Job summary

Nationwide Financial in Grandview Heights, OH seeks a Quality Assurance Analyst to perform evaluations, analytics, and coaching to improve service quality. The role emphasizes coordinating training, reporting results, and advising management on performance improvements within a hybrid in-office schedule.

The candidate should have related education and 3+ years in training or service/processing centers, with a strong understanding of internal policies and customer-focused processes.

Qualifications

• In-depth knowledge of Nationwide policies and related regulations.
• Experience in training, service or processing center environments.
• Ability to analyze workflow procedures and provide coaching.
• Strong verbal and written communication for training and management.

Responsibilities

• Schedules and conducts quality evaluations to ensure standards are met.
• Analyzes quality issues and suggests improvements to QA management.
• Prepares internal reports on quality, workflow, and performance stats.
• Provides coaching and feedback to associates and managers.
• Makes initial needs recommendations based on evaluation results.
• Participates in training programs as a technical resource.
• Monitors progress and coordinates training schedules.

Skills

Quality assurance

Coaching

Data analysis

Communication

Education

Undergraduate studies in business administration, communication

Job description

Nationwide Financial in Grandview Heights, OH seeks a Quality Assurance Analyst to perform evaluations, analytics, and coaching to improve service quality. The role emphasizes coordinating training, reporting results, and advising management on performance improvements within a hybrid in-office schedule.

The candidate should have related education and 3+ years in training or service/processing centers, with a strong understanding of internal policies and customer-focused processes.