New Login Method + QA 3.0 Adjustments

NEW LOGIN METHOD

If you are facing issues with the new login method, please refresh the page to bring up the old login method and sign in using your username or Facebook details. If both of these methods are not working, please email us at tutor.support@yup.com so we can assist you.

If you were unable to start a shift on time this week due to the login method change, rest assured that this will not be held against you.

QA 3.0 ADJUSTMENTSRelated image

This Spring, we made major changes to our QA System and key tag definitions. Since then, we’ve identified a few more tweaks that will make our system more fair and accurate:

1. Tutor Fault Tags earned during new user sessions will no longer be weighed heavier. As always, treat new users with warmth and enthusiasm!

2. The 4-week limit for the absolute number of Tutor Fault Tags will be lowered to 15. The relative limit will remain at 25%.

3. The 4-week limit for key tags will be lowered to 15%, and the absolute limit for each will be lowered to 10. We expect that very few tutors will exceed these amounts. Our interpretation of the Gave Answer tag is likely to change in the coming month due to new initiatives aimed at improving teaching pace.

4. Tutors will be placed under review if their Composite QA Score falls below 8.0 during their first 4 weeks, 8.5 after their first 4 weeks, or below 9.25 for Tutor Quality Managers.

5. The bonus for earning zero Tutor Fault Tags will be based on the calendar month rather than on 4-week periods, and the minimum will be raised from 10 to 20 eligible sessions. To make up for the lower frequency and higher bar of eligible sessions, the amount will increase to $100.

These changes will take effect on Monday, June 18th. We will not enforce the new rules for sessions that happened before Monday, June 18th, meaning you can not be placed under review due to these policies until July 16th.

Let us know what questions you have!

— Team Yup

April QA Drawing + Detailed Session Feedback Form

APRIL COMPOSITE QA SCORE DRAWING WINNER

Congratulations to our winner of the $250 QA Score bonus drawing for the month of April, Carina Seah!

Every month we will be drawing a winner at random to win this bonus prize – you can be entered up to 4 times per month for every week your composite score is greater than or equal to 9.0.


DETAILED SESSION FEEDBACK FORM

In our first webinar, a number of you mentioned the need for more detailed session feedback.  Based on this suggestion, we have developed the new Detailed Session Feedback Form! This form is very similar to submitting a session dispute – however with this form rather than disputing a grade, you are submitting sessions in order to get more detailed feedback on how you can improve.

Maybe there is a specific tag that you continue to be baffled by, a rubric standard for which you often lose points, or maybe there is a particular student that you can never seem to connect well with. Whatever the issue, simply submit the form and we will get back to you. A few things to keep in mind:

  • The discussion will revolve around the session you submit.
  • We can only accept 1 session per tutor per week due to time constraints.
  • This initiative is on a two week trial and, as such, we can only guarantee a response to the first 50 submissions.

Happy Tutoring!

— Team Yup

Tutor Fault Tag Examples

As many of you know, we had a great suggestion during our inaugural webinar last month proposing that we provide examples for Tutor Fault tags. It is our hope that these examples will not only provide more clarity for the tags, but increase your understanding of how to avoid them and decrease any feelings of subjectivity in our grading system:

(Open slides in new window)

Please use the Check for Understanding survey below to express any confusion or comments you may have.

Create your own user feedback survey

Happy tutoring!

— Team Yup

Webinar #2 + Student Bugs

TUTOR WEBINAR: Thursday 4/19 @ 9am PDT

We’re really excited to be hosting our second Tutor Webinar tomorrow to go over QA 3.0 and the recent changes that have come with it!  Many thanks to those of you who filled out Sharon’s survey and took the time to share questions or confusions you had.

Webinar #2 will be held tomorrow – Thursday, April 19 at 9:00 AM PDT. The following instructions need to be followed closely in order for your attendance to go smoothly:

  1. Please visit the Webinar Link well before the start time tomorrow so you can download Zoom (the webinar service we are using). While you are there, please also test your computer speakers.
  2. Please make sure you are on time (@ 9:00AM PDT tomorrow, 4/19) – we don’t want you to miss any of it!
  3. During the webinar, if you think of a question or  comment, please send a message to the chat. If it is a longer question that will take some time to type up, simply type “question” so Sharon is made aware.
  4. The following is a link to the questions we will be answering in the webinar. We recommend having this open as you tune in so it is easier to follow along: Webinar Questions

Last Months Webinar: We apologize for the delay in getting the March webinar video to you, but here it is! Keep in mind that since this webinar we have disabled refunds, so the information on refunds is no longer applicable.


Student Bug Protocol

Sometimes, students are affected by bugs that adversely impact their sessions. For example, tutors have recently encountered a bug that causes a student’s message to repeat many times over. While this issue may appear like the student is spamming you, it is essential for you to handle these situations with care and not assume that it is deliberate:

  • Just like we hope students are understanding when bugs affect us, we too must exhibit that level of understanding. We request that you calmly explain what is happening on your end and respectfully ask the student to close the app and submit a new session request.
  • An example of a line you can send the student is, “I’m sorry, but there seems to be a bug that’s significantly affecting my ability to read your messages. Can you please try closing the app and connecting again?” Please then tag the session as “Potential Bug”.
  • While it is important to block students from our service that are behaving inappropriately, sessions where there is likely a bug on the student’s end should not be tagged in this manner.

Happy tutoring! As always, please let us know what questions you have.

— Team Yup

Weekly Reports, Daylight Savings + Login Error

NEW Weekly Report Emails

Starting this week, you will begin receiving regular performance updates straight to your inbox in the form of Weekly Reports. These emails have been created to provide a high-level view of the information in your Tutor Workbooks, and will contain the following information:

Current Status based on your performance metrics, along with an explanation of where you stand (Good Standing, Acceptable, Warning or Under Review.)

Latest Updates from the Operations Team such as important announcements, policy updates or upcoming events.

– Week Overview detailing the number of sessions you completed, how many shift hours you worked and how many key tutor fault tags were earned in the previous week.

4-Week Performance data based on the previous ranking period with details about your average pedagogy score, % of sessions that reached Gap Bridged, and your Tutor Ranking.

– Monthly Totals for Time Not Active, Scheduling Issues and Session Refunds.

– Student Feedback from the previous week, including comments, average student rating and a breakdown of student comment tags (for example ‘Clear Explanation’ or ‘Slow Typing’)

– TQM Comments from the previous week for any sessions that received written feedback from Tutor Quality Managers.

Click the image above for an example email much like the one you will be receiving this week.

DAYLIGHT SAVINGS REMINDER

On Sunday, March 11th we will be observing Daylight Savings in America. If you reside in an area that doesn’t observe Daylight Saving Time and you haven’t yet been in touch with us about this, please check your email for important instructions from scheduling@yup.com about how this will affect your Yup shifts.

If you live in an area that doesn’t observe Daylight Savings and did not receive an email, please reach out to schedule@yup.com to let us know.

FACEBOOK LOGIN BUG

If you are experiencing the bug currently affecting Facebook login, please disable your pop-up blocker, use Chrome’s incognito mode or retrieve your password via the following link and login with your Yup associated email: Retrieve Password Link.

Have a great weekend, everyone!

— Team Yup