Quality Assurance, Training Associate II

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Guardant Health

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Biotechnology • Healthcare Insurance • Pharmaceuticals

Guardant Health is a precision oncology company that specializes in using blood tests to revolutionize cancer care. Their innovative tests provide critical insights that help inform treatment decisions for patients across all stages of cancer. By leveraging advanced technology and data, Guardant Health aims to improve clinical outcomes and enhance the overall patient experience in the fight against cancer.

1001 - 5000 employees

Founded 2012

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

📋 Description

• Designing, creating, and facilitating comprehensive training and education programs for new hire employees, existing customer service associates, and our business process outsourcing partners • Conducting quality assurance activities and developing robust educational content • Leading the creation, maintenance, and regular review of all training content, materials, and SOPs • Designing and facilitating dynamic training sessions for new hire onboarding and ongoing education • Developing diverse training methodologies, including workshops and virtual training • Observing, analyzing, and giving constructive feedback to associates during training • Designing and implementing competency assessments • Analyzing operations KPIs and performance data to identify knowledge gaps and improve training content • Serving as a Subject Matter Expert (SME) to ensure training reflects current policies and procedures • Conducting quality assessments on Screening Client Services Team and BPO partners • Preparing and analyzing internal and external quality reports.

🎯 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.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities