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Guardant Health · 2 weeks ago

Quality Assurance & Training Associate II

United States

Full-time

Remote

Entry, Mid Level

$24/hr - $32/hr

2+ years exp

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. The Quality Assurance & Training Associate II is responsible for designing and facilitating training programs while conducting quality assurance activities to ensure effective performance and education for both internal teams and business process outsourcing partners.

BiotechnologyHealth CareHealth DiagnosticsOncologyTherapeutics

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

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