Quality Assurance & Training Associate II

Job Description

Position Summary :

The Quality Assurance & Training Associate II is responsible for supporting the development and implementation of the quality assurance and training programs and for providing ongoing quality auditing and training for Guardant Health personel and business process outsourcing (BPO) partners.

The Quality Assurance & Training Associate II must possess the ability to communicate professionally and effectively with all individuals, including external customers, BPO partners, and internal Guardant Health personnel.

Essential Duties and Responsibilities :

• 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.
• Have a strong knowledge of quality performance management systems and training tools and standards.
• Meet all agreed upon KPIs and performance parameters.
• Assist in the design, implemenation, and monitoring of the quality assurance programs and standards.
• Ensure quality reporting and generate highly effective measurement systems based on data.
• Prepare and analyze internal and external quality reports.
• Conduct quality and competency assessments on members of the Screening Client Services Team and Guardant Health’s BPO partners.
• Have the ability to observe, analyze, and give constructive feedback.
• Identify areas of development and under performance and take corrective action by providing feedback to supervisors and managers on training / coaching requirements for their employees.
• Assist in the design, implementation, and monitoring of all training programs, and training materials.
• Train existing and new Screening Client Services Associates and Guardant Health’s BPO partners on processes, procedures, and policies.
• 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.

Additional Information

Hybrid Work Model : At Guardant Health, we have 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 US hourly range for this full-time position is $21.59 to $34.52. The range does not include benefits and, if applicable, overtime, bonus, commission, or equity.

The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the hourly range for this full-time position is $28.75 to $38.

85 . The range does not include benefits and, if applicable, overtime, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training.

If you are selected to move forward, the recruiting team will provide details specific to the factors above.

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.