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Quality Assurance Associate (Remote)

Guild Education

United States of America
  • Job Type: Full-Time
  • Function: Engineering QA
  • Industry: Enterprise
  • Post Date: 09/08/2021
  • Website: guildeducation.com
  • Company Address: 999 18th Street, Suite 2240, Denver, CO, 80202

About Guild Education

Guild is at the forefront of the Future of Work, partnering with Fortune 1000 companies and non-profit universities to offer education benefits to their employees, with a focus on frontline workers. We partner with America’s largest companies including Walmart, Disney, Discover, Taco Bell and Chipotle.

Job Description

This is a remote role, which can sit in any of the following 24 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR, PA, TN, TX, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above.

Guild is hiring a Quality Assurance Associate to assess the quality and performance of all student-facing teams through reviewing recorded phone, text, and email communications with students. 

You’ll join a team of learning experts who support key student-facing teams that help students take the next steps to achieve their educational goals. You’ll review calls/text/emails, evaluate performance based on a rubric, and surface trends based on the quality assurance data you gather. Additionally, this position will work collaboratively with Student Operations, Tools and Communications stakeholders and team members to enhance the accuracy of resources for student-facing teams and highlight student-facing trends to company-wide audiences. 

As a Quality Assurance Associate, you will:

  • Review recorded coaching conversations using a QA rubric to evaluate performance.
  • Analyze data in order to surface trends and provide actionable data to leadership.
  • Collaborate with the Training Team to ensure all  teams are aligned in their performance expectations and have accurate/applicable resources to successfully support students.
  • Support the onboarding experience in regards to Quality Assurance.
  • Assist in ad-hoc analyses, reviews, and listening sessions to support the rollout of new partners and foster student-facing success. 

You are a strong fit for this role if you have:

Required Competencies 

  • Exceptional attention to detail and organization with excellent written, verbal, and communication skills.
  • Appreciation for tedious and highly detail-oriented work around call reviews and quality analysis.
  • A strong working knowledge of Google Sheets, with the ability to manipulate data and surface trends, then communicate findings in a clear and concise manner.
  • The ability to take the initiative to solve problems identified through data analysis.  
  • Demonstrated time management skills and self-starter tendencies with the ability to work independently while managing multiple work-streams in a fast-paced, evolving work environment.
  • Commitment to remain unbiased and exercise discretion around sensitive performance data.
  • The ability to develop strong relationships and communicate effectively while under pressure - balancing confidence, humility, and diplomacy in all interactions.

Preferred Competencies 

  • Experience in a data-driven environment, ideally with experience related specifically to quality assurance and identifying trends along a quality assurance framework.
  • Expertise taking data heavy information, turning it into a simple story, and presenting the story to leadership with partnering solutions. 

About Guild:

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. 

Guild is a female-led, Certified B Corporation - and with a valuation of $3.8 billion is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild's investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, LeadEdge Capital, and Iconiq.

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. Additionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $50,000-61,250, as well as company stock options. 

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for the future
  • We provide 3 weeks of vacation in the first year and an open vacation policy after year 1 to help recharge
  • We provide 8 days of fully-paid sick leave, to take the time to heal and or recover 
  • We provide family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • We provide well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • We offer education benefits and tuition assistance to help your future development and growth

Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. We will be using both Clear’s Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine.   Accommodations or exceptions can be requested for medical or religious reasons.

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