Bilingual 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 26 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, 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 Spanish/English Bilingual 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 and Spanish.
- 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
- You are able to communicate optimally and expertly in both English and Spanish.
- 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.
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.
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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 $4.4 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, 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. 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
- 15 days of PTO/vacation in the first year. After your first year (or for Guilders in Director+ positions), you transition into an open vacation policy.
- 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
I understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application. I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process. Guild may share my information with such third-party service providers in connection with my application and for the start of employment. Guild will treat my information in accordance with Guild’s Privacy Policy.
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.