JOB SUMMARY: Prepares, coordinates and conducts quality evaluations and needs assessments to ensure quality standards and service requirements are met. Advises management and associates of results and recommends improvement solutions. Delivers coaching that supports consistent processes and/or performance improvement solutions.
RELATIONSHIP: Reports to Supervisor / Manager. 0 associates report directly to this position.JOB RESPONSIBILITIES:1. Schedules and conducts work quality evaluations to determine if service and quality control standards are being met.2. Analyzes quality issues and recommends improvement opportunities to QA management for review.3. Compiles issues and recommendations for improvement, for use in calibration sessions. Provides feedback to associates and managers on results.4. 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.5. Prepares internal reporting on quality, quantity, workflow analysis, and performance statistics.6. Participates in new hire training programs as a technical resource. Monitors and communicates associate's progress with appropriate team leader/supervisor/manager.7. May recommend, develop and conduct additional coaching or technical aids based upon evaluation results and ongoing needs assessment.8. May prepare and update procedure manuals.9. Participates in projects and performs other duties as assigned.JOB REQUIREMENTS:Education: Undergraduate studies in business administration, communication or a related field is preferred.Licensing/Registration: Ability to obtain state licenses where required.Credit Check: Due to the licensing requirements within this job, a valid credit check and/or background check may be required as part of the selection process.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: 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.Skills/Competencies: 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.Values: Regularly and consistency demonstrates the Nationwide Values and Guiding Behaviors.Staffing exceptions to the above minimum job requirements must be approved by: Business Unit Director and HR Director.JOB CONDITIONS:Overtime Eligibility: Non-Exempt (Eligible)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.Job Evaluation Activity: 7/09 JDCJob Family/Function: ADM/QUA
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