QA Analyst | Quality Coach & Process Improver

NBMBAA; Grandview Heights (OH); Hybrid; USD 46,000 - 81,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

401(k) with company match

Paid time off

Job summary

Nationwide Financial seeks a Quality Assurance Analyst to ensure high standards of service and performance. You will plan and run quality evaluations, analyze outcomes, and advise leadership on actionable improvements while coaching staff for consistent execution.

You will coordinate training needs, prepare reports, and support calibration sessions to drive better customer experiences and compliance across the organization.

Qualifications

• Three years of work experience in training or service (call) or processing center environment in product-related area

Responsibilities

• Schedules and conducts work quality evaluations to determine if service and quality control standards are being met
• Analyses quality issues and recommends improvement opportunities to QA management
• Compiles issues and recommendations for calibration sessions and provides feedback to associates and managers
• Prepares internal reporting on quality, workflow analysis and performance statistics
• Participates in new hire training programs as a technical resource and monitors associate progress

Skills

Quality assurance

Training

Coaching

Data analysis

Education

Undergraduate studies in business administration or communications

Job description

Nationwide Financial seeks a Quality Assurance Analyst to ensure high standards of service and performance. You will plan and run quality evaluations, analyze outcomes, and advise leadership on actionable improvements while coaching staff for consistent execution.

You will coordinate training needs, prepare reports, and support calibration sessions to drive better customer experiences and compliance across the organization.