Category: Announcements

Comment of the Week + Overtime Update

Update to Overtime Policy

Starting this week, any instance of overtime that takes you 5 minutes or more past the end of your shift is eligible for compensation. Simply use the Scheduling Matters Form to let us know the date and relevant Session Number, and we’ll see that you are compensated for you time. As a reminder, the previous policy was a 10 minute minimum.

Introducing: Comment of the Week

If you have been with us awhile, you may remember our Session of the Week newsfeed feature which highlighted outstanding sessions. Starting this month, we will be introducing a similar initiative – Comment of the Week, which will showcase sessions that were not only outstanding, but received outstanding student feedback. Comment of the Week will explore what makes a tutor awesome from our students’ perspective. 

There are a few ways this new feature is different from Session of the Week. With Comment of the Week, we will be taking excerpts from the session that best exemplify the positive feedback left by the student rather than looking at the session in its entirety. This allows us to highlight only the most relevant parts of the session for you to review. As you may have noticed in our QA 3.0 updates, this honor also comes with a $50 bonus (versus SotW’s $25 award).

We are starting off our new initiative with a bang. This is the session that helped make Comment of the Week a reality. Congratulations to Comment of the Week winner Sejal Kothari for a session in which every positive feedback tag was applied  by the student. The student’s written comment reads:

” Thanks for your help:) YOU ARE AN AMAZING TUTOR!!!!!!!!!!!!!!!!! “

 Please read through the session and annotations to see why this session warranted so many exclamation points, as well as how it exemplifies each student feedback tag that it received!

Comment of the Week #1

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QA 3.0 Introduction

Introducing Quality Assurance System 3.0

After many hours of gathering tutor feedback, planning new policies, and tweaking our performance monitoring systems, we’re excited to introduce a number of significant changes to our Quality Assurance framework that will be taking effect today, April 2nd.

These changes do not affect our guidelines for conducting sessions, but rather will allow us to be fairer and more effective in holding tutors accountable for following those guidelines.

As of today, all relevant Tutor Documents from our Master Resource List have been updated to reflect the new policies. Check out the slideshow below to learn more about these changes!

[Open slideshow in new tab]

For your reference, here is the latest Yup Policy Breakdown,  now aligned with QA 3.0:

As mentioned in the QA 3.0 Changes slideshow above, we will be holding a Webinar on Thursday, April 19th to discuss any questions you may have about the new system. If you have any urgent or time-sensitive concerns about it, please email tutor.support@yup.com. 

— Team Yup

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New HipChat Room + Answer Check Infographic

Now on HipChat: New Ideas Room

We are excited to announce a new HipChat room, called the New Ideas room!  In the past, we have reached out to you through periodic surveys asking for ideas on fairly specific topics.  This is our way of providing a forum where we all can discuss what you believe can be done to improve the tutor experience.

For example, what additional features would you like to see on the whiteboard?  What improvements can be made to the Tutor Dashboard? What other information would you like us to collect from students before you begin the session?

Before you get started, here are a couple ground rules:

1. Be respectful of others’ ideas.

2.If you like someone’s idea, don’t be afraid to tell them! If you’d like to add to it or modify another tutor’s input, don’t hesitate to jump in.

3. This is an ideas room, so let’s focus on creating positive solutions rather than dwelling on negative frustrations.

We have invited each of you to the room, so getting started is as easy as logging in. This room is on a two-week trial, so submit your ideas now!

Answer Check Infographic
See the resource below for reminders and tips to ensure you are leaving students with all-star final answers.

Happy Tutoring!

— 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

Policy Breakdown + Chat Lag Fix

NEW POLICY BREAKDOWN RESOURCE

As a startup that’s blazing a trail in education technology, we frequently find ourselves uncovering new problems and adjusting our priorities as new data and learnings come to light. At the same time, we know that these policies can be tough to keep track of!

To ensure everyone is on the same page with what is expected of them, we have created the Yup Policy Breakdown. This infographic organizes all of the bonuses and penalties that Yup Tutors can receive into a one-page resource:

In the spirit of learning, improving, and evolving, we’re also taking this opportunity to introduce some updated policies which are a result of feedback from both users and tutors. These changes, which you can find in the above guide, are as follows:

– New bonus opportunities for positive student feedback
– New thresholds for response speed bonuses and penalties
– New maximum absolute totals and minimums for key tags

Check out the links provided on the right-hand-side of the policy page for more details.

CHAT LAG BUG FIX

Many of you have reached out to us with concerns about a bug that was affecting Tutor Dashboard response time, especially when typing in the chat box. We are happy to report that the Engineering Team was able to push out an update this morning that should address the issue. Let us know if you continue experiencing the lag, or if you notice other issues. See the Bug Reporting document for instructions.

Keep up the great work, and as always, let us know if you have questions or concerns about this post by emailing tutor.support@yup.com.

— Team Yup

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