Quality Assurance Analyst - Life Insurance

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.

This is a hybrid role based in Grandview Heights, Ohio, requiring on‑site presence at least two days per week with Tuesday being a required day in office. Hired candidate must reside within 35 miles of this location.

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

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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

Key Responsibilities:

• 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.
• 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.
• Job Conditions: 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.