Job details
Job type full-time
Full job description
This may be a remote role, which can sit in any of the following 25 states: az, ca, co, ct, dc, fl, ga, id, il, ks, ma, md, mi, mn, nc, nj, ny, or, pa, tn, tx, sc, va, wa, and wiPlease only apply if you are able to live and work full-time in one of the states listed aboveState locations and specifics subject to change as our hiring requirements shift.
Guild is hiring for a senior manager, student services qa to drive the quality assurance program and strategy for all student services teamsAs a member of the training & qa team, you will support student-facing teams that help students take the next steps to achieve their educational goals.
You will be responsible for the student experience quality assurance program including leading and developing a team of quality assurance associatesYou will build clear frameworks with deliverables across multiple departments, leading the efforts end-to-endThis includes everything from defining success measures and protocols, identifying areas of risk, working with senior leaders on action plans to mitigate risk, analyzing current tools and reporting processes, and developing roadmaps that align with broader business objectivesYou will champion your team`s initiatives with the goal of ensuring our coaches provide the best student experience.
We are looking for someone to revolutionize our quality assurance program into a scalable and universal functionThe role requires outstanding leadership skills, agility, and a strategic approach to finding solutions to drive desired business outcomesYou must be able to effectively partner with multiple cross-functional teams and leaders to lead the charge in developing ways to enhance impact and implement innovative quality assurance approaches.
As a senior manager, student experience qa, you will:
Drive the quality assurance efforts across all student experience teams (call, chat, and email monitoring, standardizing call scorecards and expectations, identifying performance trends, sharing knowledge gaps with leadership, delivering solutions to drive performance).
Partner with stakeholders to iterate on current processes with a focus on driving business results and standardization across teams.
Cultivate positive relationships with leaders across departments, working towards common business goals.
Analyze data in order to surface trends and communicate clear, easy to understand results for leadership.
Lead, grow, and develop a team of quality assurance associates through performance management and coaching.
Support in defining and reporting on a manager call review process.
Collaborate with the broader training & qa team to ensure all teams are aligned in performance expectations.
Own gong management and analysis of its effectiveness for business needs.
You are a strong fit for this role if you have:
7+ years using data and statistics to inform and generate evaluations of key business metrics.
3+ years leadership experience developing and managing a quality assurance team or similar with proven ability to empower, coach, and develop individuals.
Expert working knowledge of data analysis tools, with the ability to manipulate data and surface trends, then communicate findings in a clear and digestible manner.
Demonstrated ability to work cross-functionally across multiple levels, influencing others to build alignment and streamlined processes that drive business goals.
Excellent problem solving and project management skills for systems, processes, and tools: ability to identify a problem, ideate on potential solutions, build data-backed recommendations, engage a broad set of stakeholders to get work done, and deliver a solution consistent with those recommendations.
Exceptional interpersonal skills: ability to build and maintain strong relationships with senior stakeholders and communicate effectively while under pressure - balancing confidence, humility and diplomacy.
Exceptional writing and editing skills with a balance of detail-oriented execution and big picture thinking.
Quality assurance experience in a phone-centric environment is a plus.
Experience with gong or conversation intelligence tools is a plus.
Learning mindset: desire to learn, grow, and evolve in a fast-paced environment.
Something else? wonderful, we`re curious to learn more about you!
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 institutionsGuild`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 womanGuild`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 employerWe celebrate diversity and are committed to creating an inclusive environment for all employeesIf you have a disability or special need that requires accommodation, please let your recruiter knowAdditionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve thatTotal compensation for this role is market driven, including a base salary range of $110,000 - $136,000 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
Note guild requires covid-19 vaccines for all employees and guests attending guild events or entering guild officesWe will be using both clear`s digital vaccine card and state-sponsored vaccine passports to verify proof of vaccineAccommodations or exceptions can be requested for medical or religious reasons.
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Job type: full-time
Work location: multiple locations
