Edtech.com's Summary

Guardant Health is hiring a Quality and Training Associate II. This role involves designing and facilitating training programs for new hires and existing teams, conducting quality assurance activities, and continuously improving performance through data analysis and targeted coaching. The Associate communicates effectively with internal teams and external partners to maintain high standards and operational excellence.

Highlights

Design, create, and facilitate training programs for new hires, internal staff, and BPO partners.
Develop various training methods including workshops, virtual and e-learning modules.
Conduct quality assurance and competency assessments to ensure adherence to standards.
Analyze performance data using tools like Tableau to identify training needs and improve processes.
Maintain and update training content and Standard Operating Procedures (SOPs).
Use Salesforce.com and Microsoft Office for training and quality management tasks.
Minimum 2 years of customer service experience, preferably in healthcare, plus 2 years in quality assurance and training.
Bachelor’s degree preferred; high school diploma or equivalent required.
Produce quality reports to identify trends, root causes, and areas needing additional training.
Compensation range: $24-$32 per hour, with higher pay range in Colorado ($25-$34 per hour).

Quality and Training Associate II Full Description

Quality and Training Associate II

Remote - Open Position (USA)

Full time

Company Description

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.

Position Summary:

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.

Essential Duties and Responsibilities:

General 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.

Training & Education

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.

Quality Assurance

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.
Adhere to Standard Operating Procedures (SOPs) pertaining to Screening Client Services requirements and company policies.
Maintain competency and ability to perform the duties of all Screening Client Services job descriptions.
Other administrative duties as needed.

Qualifications:

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.

Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.

Primary Location: Remote - Open Position (USA)
Primary Location Base Pay Range: $24 - $32
Other US Location(s) Base Pay Range: $24 - $32
If the role is performed in Colorado, the pay range for this job is: $25 - $34

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to Peopleteam@guardanthealth.com

A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.

Please visit our career page at: http://www.guardanthealth.com/jobs/

Original Job Description

Quality and Training Associate II

Remote - Open Position (USA)

Full time

Company Description

Position Summary:

Essential Duties and Responsibilities:

General 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.

Training & Education

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.

Quality Assurance

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.
Adhere to Standard Operating Procedures (SOPs) pertaining to Screening Client Services requirements and company policies.
Maintain competency and ability to perform the duties of all Screening Client Services job descriptions.
Other administrative duties as needed.

Qualifications:

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.

Please visit our career page at: http://www.guardanthealth.com/jobs/

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Quality and Training Associate II

Edtech.com's Summary

Quality and Training Associate II Full Description

Sr. Learning and Development Consultant

Senior Specialist, Facilitator, Learning and Development

Manager, Omni Learning and Development

Director of Learning and Development

Operations Training Specialist