Quality Assurance Associate (Remote)
For other positions, some roles may be based outside of our Denver office (as stated in the Job Title). Roles based outside of our Denver office can sit in any of the following 28 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
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At Guild, we uphold our Core Values in everything we do. Our team emphasizes our Core Values in the following ways:
- Nurture A Learner’s Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
- Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives
- Be an Owner - holding self and others accountable to meet commitments
- Create Belonging - recognizing the value that different perspectives and cultures bring to our company
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 guides who support key student-facing teams that help students take the next steps to achieve their educational goals. You’ll review calls/text/emails, end to end processes and evaluate performance based on a rubric, surfacing trends based on the quality assurance data you collect. Additionally, this position will work closely with Student Operations, Tools and Communications collaborators and team members to improve 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 practical data to leadership in English.
- Collaborate with the Training Team to ensure all teams are aligned in their performance expectations and have accurate/applicable resources to efficiently support students.
- Support the onboarding experience in regards to Quality Assurance
- Supporting/leading Quality Assurance Projects cross functionally with other areas of Guild
- Assist in ad-hoc analyses, reviews, and listening sessions to support the rollout of new partners and cultivate student-facing success.
You are a strong fit if you have:Required Competencies
- Outstanding attention to detail and organization with excellent written, verbal, and communication skills
- Appreciation for tedious and highly detailed work around call reviews and quality analysis.
- A strong shown understanding of Google Sheets, able to manipulate data and surface trends, then communicate findings in a clear and concise manner.
- Take the initiative to tackle problems identified through data analysis.
- Demonstrated time management skills and self-starter tendencies with and able to work independently while balancing multiple work-streams in a fast-paced, evolving work environment.
- Dedication to remain candid and exercise discretion around critical performance data.
- The ability to develop positive relationships and communicate effectively - balancing confidence, modesty, and tact 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 communicating the story to leadership with partnering solutions.
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.#LI-HR1
At Guild, we unlock the talent and economic potential of America’s workforce for employees and their companies. We partner with the nation’s largest employers—including Walmart, Chipotle, Discover, Hilton, Macy’s, Target, and The Walt Disney Company—to create cultures of opportunity that help them attract and retain top talent, while building the workforce of the future from within. By using our proprietary Career Opportunity Platform to develop education and learning programs that work in the real-world, thousands of employees at those companies have gained the skills, knowledge, and guidance they need to build a brighter future for themselves and their families—all without paying for tuition or career services on their own.
Guild is female-founded and a certified B Corp. The company has been named to the TIME100 Most Influential Companies of 2022 list, CNBC Disruptor50 list three years in a row, Inc. Best Led Companies list, Fast Co. World Changing Ideas list and the B Lab Best for the World list among many others.
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. We currently offer the following benefits:
- 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
- Open vacation policy for employees to rest and recharge
- 8 days of fully-paid sick leave, to take the time to heal and or recover
- Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.
- Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
- 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. As of February 1, 2022, we will be expanding our in-person vaccination requirement to include booster shots. 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.
PRIVACY NOTICE
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I have reviewed and agree to Guild’s Privacy Policy as well as the privacy policies of the third-party service providers used by Guild associated with the application process.