Senior Manager, Classroom Quality Assurance (Remote)

About Us: 

Elevate K-12 is on a mission to ensure every student receives a high-quality education, regardless of zip code. We are changing the way classrooms work by creating a brand-new category of LIVE, virtual classroom instruction that gives students access to exceptional, certified, live teachers through our two-sided network. Our teachers are securely streamed in from across the country into thousands of classrooms, providing instruction that would otherwise be unavailable in many districts across the U.S. Our goal is to enable high-quality, live teaching for every learner in the U.S., from kindergarten through their first jobs, so they can identify and pursue their unique passions in life. We are the new way to the classroom! 

Elevate K-12 is a series-C funded (led by General Catalyst), high-growth, EdTech company enjoying strong business momentum. We are growing rapidly within a $72B+ TAM and have a first-mover/first-scaler advantage. We are working to become an iconic EdTech brand in live teaching, uplifting the lives of millions of students and creating unique job opportunities for teachers in this new, innovative category of education. 

The Role:  

The Senior Manager, Classroom Quality Assurance role will be responsible for designing and administering our new Classroom Quality Assurance program. Elevate K-12 classes have numerous people and elements that contribute to a successful and engaging classroom experience. The Quality Assurance (QA) Senior Manager will be a key leader on the Customer Success team in leading the QA program to provide a structured and comprehensive approach to measuring the classroom experience and providing Elevate and our customers with greater confidence in our performance. Responsibilities include building and overseeing a classroom audit program – creating audit plans, ensuring compliance with a group of virtual and in-person auditors, traveling to audit sites, identifying issues and solutions, and continual process improvement to ensure consistency across all Elevate programs. Incumbents in this job classification identify and contact appropriate data sources both within and outside the Company to obtain and analyze data and prepare it in charts or graphs for use by the Customer Success Managers with school partners.

What you will do:  

• Design and manage the QA structured virtual and in-person class audit schedule to ensure we provide time-bound data on all our classes.  
• Oversee a highly trained audit team in India and in-person virtual contractors across the United States  
• Partner with Elevate employees during regularly scheduled on-site visits (25% travel) to calibrate and collect in-person data
• Develop standardized audit forms designed for the format (virtual, in-person) and objective of the audit to capture the class's holistic elements (Teacher, CC, Student, Physical Environment) and the results will feed into our Student Engagement Index.  
• Ensure actioning against results and remediation SOPs and audits occur in structured cadence  
• Inform and innovate more efficient methods to collect these data points in the future through tech & product enablement  
• Ensure all operations are done appropriately, cost-effectively.  
• Document, implement and measure the effects of Operational Best Practices.
• Identify areas for operational excellence through improving consistency across all school programs.
• Perform quality controls and monitor production KPI.
• Prepare reports by collecting, analyzing, and summarizing data.
• Communicate quality standards and parameters to the audit team, and other appropriate staff.
• Identify and analyze issues, defects, and other problems, particularly when problems reoccur in the same locations; recommend and facilitate solutions to these issues.
• Review client, customer, and user feedback.  
• Maintain compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.  
• Create ways to track usage and implementation of all new and existing processes.  
• Train staff members on policies and procedures in live or virtual settings.  
• Communicate regularly with all stakeholders about findings, process improvement, and any other information relative to the role.  
• Perform special projects and other related duties as assigned.

Qualifications: 

• 5+ years of extensive quality assurance experience; experience in the education sector is a plus but not required.  
• Experience using quality assurance software and databases.  
• Demonstrated ability and track record of following through on multi-site project plans and completion.  
• Advanced experience in database management.
• Excellent verbal and written communication skills.  
• Strong analytical and problem-solving skills.  
• Strong mathematical skills, reporting, measuring, calibrating, and calculating specifications.  
• 25% travel to the classroom locations

What we offer: 

• An amazing team of “Elevaters” with a strong, inclusive, and diverse work culture
• Competitive compensation
• Unlimited PTO (Paid Time Off) & 12 company paid holidays
• Employee Assistance Program
• Professional Learning Programs  
• Benefits – Medical, Dental, Vision, 401K and more
• Phone & internet stipend

We are an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, color, religion, gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, national origin, ancestry, age, military or veteran status, physical or mental disability, medical condition, pregnancy, marital status, genetic information, or any other characteristic protected by applicable law.  If you need assistance or an accommodation during the application process because of a disability, it is available upon request.