Hybrid QA Analyst: Elevate Service Quality

OhioX; 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 (18 days per year)

Nine paid holidays

401(k) with company match

Pension plan

Business casual attire

Job summary

Nationwide Financial seeks a Quality Assurance Analyst to evaluate quality, coordinate needs assessments and coach staff to improve processes. You will report findings to management and help drive performance improvements across service areas.

The role emphasizes training, calibration, and ongoing QA education, with responsibilities spanning reporting, coaching, and supporting performance standards in a hybrid Grandview Heights environment.

Qualifications

• Undergraduate studies in business administration, communication or a related field is preferred.
• Ability to obtain state licenses where required.
• Three years in training or service (call) or processing center environment; QA experience favored.

Responsibilities

• Schedules and conducts work quality evaluations to ensure standards are met.
• Analyzes quality issues and recommends improvement opportunities to QA management.
• Prepares internal reporting on quality, quantity, workflow analysis and performance.
• Provides coaching to associates and assists in training sessions.
• May update procedures manuals and participate in calibration sessions.

Skills

Coaching

Communication

Training coordination

Workflow analysis

Education

Bachelor's degree in Business Administration or related field

Job description

Nationwide Financial seeks a Quality Assurance Analyst to evaluate quality, coordinate needs assessments and coach staff to improve processes. You will report findings to management and help drive performance improvements across service areas.

The role emphasizes training, calibration, and ongoing QA education, with responsibilities spanning reporting, coaching, and supporting performance standards in a hybrid Grandview Heights environment.