At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Quality Assurance team provides critical omni channel analysis, insights, recommendations, and feedback to stakeholders responsible for supporting learners at Boundless Learning. The primary function of the Quality Improvement Manager is to manage and support a team of Quality Analysts who are responsible for extracting and deciphering large data sets, completing quality assurance audit reviews, and providing coaching and guidance to the functional teams. In addition, the Quality Improvement Manager ensures that the team provides actionable insights to multiple stakeholders within the business, monitors overall quality KPIs, and leads or is a participant in various projects and initiatives to support the Marketing, Enrollment and Student Success teams.

RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Manage, coach, and support the Quality Analyst team. 
• Monitor KPI performance and work with the Quality Analysts to identify areas for team improvement and development using data analysis, interaction analysis, audits, and targeted listening.
• Ensure all coaching and training processes as well as any coaching/training interactions or sessions are thoroughly tracked and documented.
• Lead the Quality Analyst team in using data and reporting to recommend opportunities to appropriate functional areas, such as Marketing, Enrollment or Student Success, to improve the learner experience throughout the student lifecycle.
• Drive strategic initiatives to improve the student experience and learner support within the business.
• Manage the relationship with third party vendor contracted to complete call evaluations
• Address any escalated issues as appropriate, such as escalated call disputes with Advisors and/or managers
• Act as a partner to the Legal team to ensure that the team is monitoring required current compliance and transparency statements and ensure any potential violations are reported to the Legal team in a timely manner.
• Use technology available to the team to create efficient and scalable processes and advocate for technology required to impact the internal processes and learner support/experience.
• Provide relevant topics and recommendations to Learning & Development for onboarding and continuous education needs.
• Act as a voice for the learner and a quality advocate in all appropriate projects or initiatives.
• Ensures that the quality analyst(s) follow proper evaluation, documentation, and protocols. 
• Ensure that reports and dashboards are maintained and relevant in driving key business decisions.
• Collaborate closely with the Learner Experience team to combine the voice of the learner data (survey feedback/student interviews) with engagement insights (call/email/SMS/Advisor performance metrics) for a holistic approach to understanding the student experience.
• Assist in maintaining the learner journey phases based on insights and trends within our learner interactions.
• Translate general reporting requests from the business/partners into valuable insights using data from multiple sources, with some effort to anticipate future questions or needs.
• Manage the cadence and process in which we provide valuable insights to Marketing, Enrollment and Student Success teams.
• Act as lead for continuous departmental improvements as well as the lead on any projects impacting quality of learner interactions.

QUALIFICATIONS

• 4-year degree from an accredited institution and/or appropriate combination of education and relatable experience
• Minimum 5 years’ Call Center Quality Assurance experience preferred. 
• Minimum 3 years Higher Education experience preferred. 
• Prior management experience preferred.
• Strong understanding of customer journey mapping preferred.
• Ability to use data to tell a story and drive change with senior leadership.
• Experience using AWS, Observe.AI and/or Interaction Analytics preferred. 
• Capacity to work in a fast-paced environment and to be a self-starter.
• Outstanding written and verbal communication skills.
• Proficient in MS Office with advanced Excel. 
• Proficiency with SharePoint, Tableau, Salesforce, Smartsheets, preferred. 

SUPERVISORY RESPONSIBILITIES

• Manage a team of Senior Quality Analysts and Quality Analysts
• Act as a dotted line manager to contracted vendor for quality

*Must be able to work in office full time.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

We’re looking for a highly organized and tech-savvy Customer Experience Analyst to support the collection, analysis, and interpretation of learner feedback and operational data to support Boundless Learning’s CX strategy. In addition to supporting and enhancing the Voice of the Learner program, this role will support key initiatives that will impact the learner experience, including but not limited to automated journeys, video engagement, CRM optimization, and cross-functional projects. This role is perfect for someone who loves bringing structure to complexity, coordinating with multiple stakeholders, and improving the learner experience through operational excellence and data-driven insights.  

Key Responsibilities  

Voice of Learner (VoL) Program  

• Assist with building and deploying automated surveys in survey tool.  

• Perform survey testing and quality checks.  

• Maintain documentation of the Voice of the Learner program.  

• Build, track and monitor ad hoc surveys  

• Communicate updates and insights to stakeholders on an ongoing and ad hoc basis.  

• Support collection of student feedback outside of surveys (i.e., research, roundtable discussions)  

• Support analysis of survey results to uncover trends and opportunities.  

• Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders.   

• Present findings in a way that is accessible and relevant to both technical and non-technical audiences.  

Learner Experience Tools  

• Support the creation of learner-facing videos in partnership with various teams.  

• Track video analytics and identify areas for optimization.  

• Support with learner facing Video Hub enhancements.  

• Support the build and launch of automated learner journeys, including content strategy, setup, and stakeholder coordination.  

• Analyze engagement data with automated emails and identify areas of opportunity.  

General Learner Experience Project Support  

• Represent the LX team and provide a voice for learners in student experience related projects.  

• Collaborate with CX teams and other stakeholders to provide analytical support for key initiatives.   

• Monitor the effectiveness of CX projects and recommend adjustments based on data insights.  

• Conduct discovery and requirements gathering.  

• Own administrative tasks to ensure smooth and timely project execution.  

• Participate in UAT (User Acceptance Testing) to ensure flawless execution for any learner experience projects or tools.  

Continuous Improvement  

• Support the continuous improvement of CX/LX processes by providing insights and recommendations based on data analysis.   

• Identify opportunities to streamline operations and enhance the learner experience.  

Other duties as assigned.  

Qualifications  

• Knowledge of key CX metrics and methodologies, such as NPS and OSAT.  

• Advanced skills in data analysis and visualization, using tools like Excel, Tableau, or similar platforms.  

• Strong analytical and problem-solving skills, with a focus on improving customer/learner outcomes and operational efficiency.  

• Ability to translate complex data into clear and actionable insights for diverse audiences.  

• Strong presentation and communication skills.  

• Comfortable working with tools like Salesforce, Medallia, or similar platforms (or quick to learn with training provided).  

• Able to manage multiple tasks with minimal supervision.  

• Prior experience in supporting internal projects is strongly preferred.  

• Experience with User Acceptance Testing (UAT) processes preferred.  

Successful candidate must be available to work full-time in one of our Boundless Learning offices. 

Position Title: Instructional Assistant, Data Engineering

Department: National Training Team / Remote Training

Reports To: Manager, Remote Training

Employment Type: Contract

Location: Tampa, FL 

WHO WE ARE

Per Scholas Inc. is a national nonprofit advancing economic mobility for 30 years. Through rigorous technical training, professional development, and strong employer partnerships, we prepare individuals traditionally underrepresented in tech for high-growth careers. With campuses in 17 cities and over 15,000 graduates, we’re building a more diverse and inclusive tech workforce by connecting talent to opportunity.

WHAT YOU WILL DO

As an Instructional Assistant (IA), you are the critical bridge between the Lead Instructor and the learners. You will support the delivery of a rigorous Data Engineering curriculum while ensuring student success through tutoring, grading, and classroom management.

Instructional Support & Tutoring

• Lab Facilitation: actively circulate (virtually or physically) during hands-on labs to help learners troubleshoot code in Python, SQL, and Linux environments.
• Targeted Tutoring: Lead instructor-approved study groups and provide one-on-one tutoring for learners struggling with specific concepts (e.g., ETL pipelines, DataFrames).
• Substitute Teaching: Be prepared to step in and lead a lesson, review session, or proctor an exam in the event of a short-term instructor absence.
• AI Integration: Model the use of Google Gemini to help students debug their own code, ensuring they understand the logic rather than just copying answers.

Learner Management & Administration

• Progress Tracking: Implement individualized study plans for at-risk learners and collaborate with the detailed learner progress reviews.
• Administrative Duties: Take and track daily attendance and enter real-time grades in Salesforce and Canvas.
• Platform Management: Assist in setting up HackerRank assessments and tracking completion of Coursera modules (Google Data Analytics Certificate).
• Classroom Decorum: Enforce and model professional standards, including dress code, punctuality, and respectful communication.
• Equipment: Ensure any classroom or borrowed equipment is used properly and returned/stored (if applicable).

WHAT YOU’LL BRING TO US

Education & Experience (Must meet one of the following)

• Bachelor’s Degree in Computer Science, Data Science, or a related field.
• OR Graduate of a rigorous Technical Bootcamp (Per Scholas alumni preferred).
• OR Equivalent Industry Experience in Data Engineering, Data Analytics, or Software Development.

Technical Must-Haves

• Python Proficiency: Strong functional knowledge of Python. You must be able to troubleshoot logic errors in Pandas, NumPy, and basic scripts.
• SQL Mastery: Ability to write and explain intermediate queries (Joins, Aggregations, Subqueries) and troubleshoot database connection issues.
• Linux Fundamentals: Comfortable with CLI navigation, file management, and basic permissions.
• AI Adaptability: Proficiency in using Google Gemini (or ChatGPT) as a teaching aid and productivity tool.

Technical Good-to-Haves

• Cloud Exposure: Familiarity with AWS services (S3, RDS) or the AWS Cloud Practitioner certification.
• Visualization: Experience creating dashboards in Tableau or PowerBI.
• Big Data: Conceptual understanding of Apache Spark or Hadoop ecosystems.

TECHNICAL ENVIRONMENT

You will need to support learners on the following platforms and tools:

• Coding: VS Code, Jupyter Notebooks, Google Colab.
• LMS & CRM: Canvas, Salesforce.
• Assessment: HackerRank, Coursera.
• Communication: Zoom, Slack.

PERSONAL CHARACTERISTICS

• Agile: You thrive in a fast-paced environment and can adapt quickly to changes in the schedule or curriculum.
• Proactive: You anticipate student struggles and intervene early before they fall behind.
• Collaborative: You work seamlessly with the Lead Instructor, acting as a unified teaching team.

Mission-Driven: You are passionate about creating access to high-growth tech careers for diverse communities.

The hourly rate for this position is $20/hour 

#LI-Onsite

COMPANY OVERVIEW

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

POSITION OVERVIEW

ThreatLocker is seeking a highly analytical and proactive Data Analyst to transform agent telemetry and platform data into actionable intelligence. This role will focus on analyzing ThreatLocker agent logs, identifying trends and anomalies, detecting potential issues before customers report them, and delivering insights to both the Development and Solutions Engineering teams.

This is not a passive reporting role. We are looking for someone who actively uncovers patterns, predicts problems, and influences product and customer outcomes through data.

The role will be based in Orlando, FL and is an in-office position.

JOB SCOPE: 

Data Analysis & Reporting

• Run recurring and ad-hoc reports on ThreatLocker agent performance, telemetry, and system data.
• Analyze large datasets from agent logs to identify patterns, anomalies, and emerging trends.
• Develop dashboards and reporting frameworks that provide visibility into product health and usage trends.
• Automate data extraction and reporting processes where possible.

Proactive Issue Detection

• Identify potential product issues before they are reported by customers.
• Detect abnormal behavior patterns across environments, versions, or configurations.
• Monitor adoption, performance, and stability trends across the ThreatLocker ecosystem.
• Escalate critical findings with clear, data-backed summaries.

Development Team Support

• Provide actionable insights to the Dev team on:

• Performance degradation trends
• Agent-related anomalies
• Feature usage data
• Environment-specific issues

• Work closely with Engineering to validate hypotheses and investigate root causes.
• Assist in defining KPIs for product stability and performance.

Solutions Engineering (SE) Support

• Analyze customer usage patterns and identify optimization opportunities.
• Recommend configuration or deployment changes that can improve customer outcomes.
• Provide data-driven guidance to help SE teams support enterprise clients.
• Create insights that enable proactive outreach to at-risk or under-optimized customers.

Trend & Insight Communication

• Present findings clearly to technical stakeholders.
• Produce concise executive-level summaries when needed.
• Translate raw telemetry data into business-impact insights.

REQUIRED QUALIFICATIONS 

• 2 – 5 years of experience in a Data Analyst or similar analytical role.
• Strong SQL skills (preferred).
• Experience working with large datasets and log-based data.
• Proficiency in data visualization tools (Power BI, Tableau, Looker, or similar).
• Strong Excel skills.
• Experience working with structured and semi-structured data (JSON, log files, etc.).
• Ability to identify patterns and anomalies in complex systems.
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to explain technical findings clearly. 

Preferred Qualifications 

• Experience in cybersecurity, endpoint security, SaaS, or IT systems.
• Familiarity with telemetry analysis or agent-based platforms.
• Experience with Python, R, or similar tools for data analysis.
• Experience building automated alerting or anomaly detection models.
• Understanding of both the product and product analytics and customer health metrics.

WORKING CONDITIONS: 

The duties described below are representative of those encountered while performing the essential functions of this position. If necessary, reasonable accommodation may be requested and will be evaluated for its relationship to the essential functions that must be performed. 

• Job will generally be performed in an office environment but may require travel to visit company offices and/or property locations.
• While performing duties of this job, would occasionally require to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects and tools.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, depth perceptions, and the ability to adjust focus.