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!Job Description
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.
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.
Knowledge, Abilities and Skills: Knowledge of service or processing center environment standard polices and practices. Maintains current knowledge of Nationwide policies, best practices, and related federal and state regulations applicable in a servicing or processing environment. In-depth understanding of internal processing systems, internal controls and regulations related to assigned product line and/or functional area. General office practices and procedures, and Best Practices guidelines. Understanding of customer business environment. Training and development terminology. Excellent verbal and written communication skills for training, daily interaction with associates and management. Ability to provide meaningful coaching and feedback. Must have basic knowledge of products, services and processes of the related business unit. Ability to analyze workflow procedures and compliance standards. Ability to analyze evaluation results and make appropriate training recommendations. Decision-making ability. Ability to coordinate associate training schedules. Ability to operate a personal computer and related software.
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.
Overtime Eligibility: Eligible (Non Exempt)
Working Conditions: Normal office environment. High volume environment. Occasional travel.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
Credit/Background Check: Due to fiduciary accountability within this job, a valid credit and/or background check will be required as part of the selection process.
Benefits
We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.
Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.
NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.The national salary range for Analyst, Quality Assurance : $46,345.00-$80,700.00The expected starting salary range for Analyst, Quality Assurance : $46,345.00 - $65,100.00