Quality Assurance & Training Associate II

Guardant Health

24d•$24 - $32•Hybrid

About The Position

The Quality Assurance & Training Associate II is responsible for designing, creating, and facilitating comprehensive training and education programs for new hire employees, existing customer service associates (CSA) and our business process outsourcing (BPO). This role drives the continuous improvement of performance by conducting quality assurance activities and developing robust educational content for both Guardant Health internal teams and our BPO partners. The Associate must possess the ability to communicate professionally, effectively, and with accuracy with all individuals, including external customers, BPO partners, and internal Guardant Health personnel.

Requirements

Bachelor’s degree preferred.
High school diploma, or its equivalent required plus experience.
Minimum of 2 years Customer Service experience, preferably in the Health Care industry.
Minimum of 2 years quality assurance and training experience.
Ability to work as part of a team comprised of internal employees, BPO partners, contractors, and management.
Ability to multitask and take on various projects.
Ability to work with self-discipline, good judgment, and independence remotely or in a dynamic office setting.
Excellent written and verbal communication skills are required, as is computer proficiency.
Well versed in training programs, training tools, and in the use of quality performance management systems.
Solid experience using Salesforce.com and Microsoft Office.
Flexibility with respect to working hours based on operational need.

Responsibilities

Adhere to Standard Operating Procedures (SOPs) pertaining to Screening Client Services requirements and company policies.
Maintain competency and the ability to perform the duties of all Screening Client Services job descriptions.
Meet all agreed upon KPIs and performance parameters.
Other administrative duties as needed.
Lead the creation, maintenance, and regular review of all training content, materials, and Standard Operating Procedures (SOPs) for Screening Client Services.
Design and facilitate dynamic and engaging training sessions for new hire onboarding, as well as ongoing continuing education and refresher training for internal staff and BPO partners.
Develop diverse training methodologies, including in-person workshops, virtual instructor-led training (VILT), self-paced e-learning modules, and quick-reference guides.
Have the ability to observe, analyze, and give constructive feedback to associates during training, post-training coaching, and performance interventions.
Design and implement competency assessments to ensure successful knowledge transfer and application of learned procedures and policies, particularly for new features, policies, and procedures.
Analyze operations KPIs and performance data (e.g., in Tableau) to proactively identify performance and knowledge gaps. Use these insights to refine and improve training content and activities, and provide data-driven feedback to supervisors and managers on targeted training/coaching requirements for their employees.
Serve as a Subject Matter Expert (SME), maintaining proficiency in all operational processes and ensuring all training materials accurately reflect current policies and procedures.
Assist in the design, implementation, and monitoring of the quality assurance programs and standards.
Conduct quality and competency assessments on members of the Screening Client Services Team and Guardant Health’s BPO partners.
Ensure quality reporting and generate highly effective measurement systems based on data to track performance and training efficacy.
Prepare and analyze internal and external quality reports, identifying trends, root causes, and areas requiring additional training or process clarification.