Quality Assurance Associate at Guild Education

| Greater Denver Area
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Guild is hiring for a Quality Assurance Associate to assess the quality and performance of all Student Experience 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, evaluate performance based on an internal coaching rubric, and surface trends based on the quality assurance data you gather.

As a Quality Assurance Associate, you will:

  • Review recorded coaching conversations using a coaching rubric, to evaluate the performance of individual team members.
  • Support in call calibration sessions for team members and their managers.
  • Analyze call 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.
  • Support the onboarding experience in regards to Quality Assurance.
  • Assist in the rollout and analysis of a new conversation intelligence tool. 

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 are a self-starter 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. 

We also just became the latest female-led company to hit a $1billion valuation and the only B-corp with those qualifications. Our Series D round was led by Ken Chenault, General Catalyst Partners chairman and former CEO of AMEX, and joined by Emerson Collective, 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.

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Location

370 17th St., Suite 3600, Denver, CO 80202

An Insider's view of Guild Education

What’s the vibe like in the office?

We're fast-paced and got a little bit of a startup vibe, so there's always plenty to learn from and grow!People are collaborative and ready to bring their knowledge, experience, and ideas to the table to make sure we're doing right by each other and our students.As hard-working as everyone is, you can also be rest assured we also love to celebrate!

Kendry

Bilingual Student Success Advisor

How do you collaborate with other teams in the company?

We're incredibly cross functional and believe heavily in developing and cultivating strong relationships not only with our external partners, but internally across and within departments as well. One of my favorite traditions is that each new hire at Guild is given a coffee card when they start to encourage them to grab coffee with others and get t

Annie

Partner Marketing, Employer Success

How has your career grown since starting at the company?

Since my humble beginning as a Guild Intern, I have had opportunities afforded to me that stretch me in ways that align with my values and push me to be a little uncomfortable while still having welcome support. I’m now in a position where I get to learn first-hand from experts that I don’t believe I was qualified for before working at Guild.

Paco

Senior Associate of University Operations

What kinds of technical challenges do you and your team face?

My team works on ensuring that new users can find what they need and engage with our platform easily. Many of the technical challenges we face involve scaling the early-stage version of Guild’s app into something more flexible for our next growth phase. We deal with the difficult (but fascinating!) tradeoffs of these decisions every day.

April

Software Engineer

What are Guild Education Perks + Benefits

Guild Education Benefits Overview

At Guild, we’re expanding opportunity for America’s workforce, and we’re committed to doing the same for our own employees by supporting them professionally and personally. Guild offers benefits and perks to support all employees and their families. From $0 medical premiums to a flexible parental leave policy to tuition assistance to company equity for all employees, we have something for everyone at Guild.

Culture
Volunteer in local community
Guild has a yearly "Guild Gives Back" day, where we provide organized volunteer opportunities to all our employees as well as a "12 Days of Giving" around the holidays!
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Guild has a highly diverse management team, with nearly 75% of employees reporting to female leadership.
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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