October Payroll and October Outstanding Student Feedback Winner

October Student Feedback Award

Congratulations to Ricky Liu Chen for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Ricky’s exceptional student feedback comments include:

  • “Thanks for helping me understand that problem, I’ve been stuck on it for a while. So thanks so much for helping me!”
  • “Thank Mr. Chen for your help. It was a lot of fun”
  • “He was very nice and great to work with he was very polite. I would love to work with him once more :)”
  • “He really helped me understand the material and I feel so much more confident”
  • “thank you so much for your help today, as many of the steps I needed help with were simple to understand. my application of certain ideas wasn’t clear, and you helped me make it more understandable. thanks again :)”

Way to go Ricky

October Payroll and Tutor Growth Pathway (TGP) Refresh Reminder

A quick reminder that the end of the month of October yesterday also marked the end of our first Tutor Growth Pathway refresh cycle! A few quick reminders:

  • October payroll will be sent out on Tuesday, November 5th per standard Yup policy
  • Submit any disputes by end of day on Sunday, November 3rd
  • TGP refresh process will begin on Monday, November 4th
  • Review last week’s Newsfeed Post for more details on the refresh process

Thank you for your great work and please send any questions to tutor.support@yup.com!

TGP Updates, Tutor Survey, and Student Feedback Award!

Hi Tutors!

Next week, we’ll be sending out payroll for the first time using our new Tutor Growth Pathway. We appreciate all the feedback you have provided in order to improve the program. Specifically, we want to acknowledge some concerns that tutors have had about student ratings.

A number of tutors have felt unfairly penalized when students have given poor ratings for issues stemming from improper use of the app, such as:

  • Wanted Answer
  • Problem Unclear
  • Inappropriate Behavior
  • Cheating
  • Spam/Testing App
  • Wrong Subject

Per your feedback, we will be excluding student ratings from sessions with these tags. Expect to see these changes take hold in the next week.

Tutors have also asked about sessions where students have given poor ratings but the reason is unclear. Ultimately, we believe it is important in these situations to value the customer experience and trust that there are aspects of the experience that our QA system may not accurately measure, such as:

  • The student exits the session without sending a message because they had a past poor experience with a specific tutor.
  • The student gives a poor rating despite strong pedagogy scores because of the tutor’s tone or phrasing.
  • The student exits after a few messages because they feel that the tutor is unclear. We often find that low student ratings correlate with poor tutor grammar or unclear phrasing.

To address this necessary imperfection, we purposefully calculated our highest level metrics to equal average historical ratings. We feel this pushes everyone to perform at their best, but also allows some extra room for the occasional session that doesn’t go as planned.

Tutor Survey

We’d love to hear your thoughts on your overall experience as well as Humanity. Please fill out the September Tutor Satisfaction Survey by 10/4 so that we can best help improve your Yup experience!

Our September Outstanding Student Feedback Winner

Congratulations to Mary Ogawa for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Mary’s exceptional student feedback comments include:

  • “Thank you very much for your help. This was my first time on YUP and I had an awesome first experience!”
  • “She was so amazing in helping me understand the concept and answering all my questions I had with a great attitude!”
  • “Thank you so much for being patient with me. I feel a lot more confident with these types of problems now. :)”

Way to go Mary

 

-The Yup Tutor Operations Team

Scaling Updates + Student Feedback Award

HUMANITY, TUTOR GROWTH PATHWAYS + AUTUMN SCHEDULES

We’re so excited for the upcoming Autumn Semester! A couple of important updates:

Humanity Scheduling: Our soft launch continues through Friday 8/30 as we ensure our systems are integrated and tutor accounts work properly

  • Please confirm you’ve successfully logged in via the #announcements Slack channel post
  • While we appreciate you continuing to practice using Humanity, our current scheduling systems (available shifts google sheet, scheduling forms, etc) will remain our primary means for scheduling for another week
  • Our full launch date is set for Friday, August 30 to cover the week starting September 2! Look out for more information on what this entails next week!


Tutor Growth Pathway and Autumn Schedules:
A quick reminder that the freeze period is ending soon for Tutor Growth Pathway assessment

  • Reminder: Sunday, 8/25 is the last day to submit your Autumn availability
  • Expect your official Tutor Growth Pathway level &  new schedule on Thursday, 8/29
  • Launch of the Growth Pathway incentives system is set for September 1st
  • We will announce the contract re-signing process on Monday

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Mark Leibtog for earning the Outstanding Student Feedback Award! Some of Mark’s exceptional student feedback comments include:

  • “THANK YOU SO MUCH! You helped me so much today and it means so much:) Yup has been so helpful and you are one of the best teachers I’ve gotten paired up with!”
  • “Incredible teacher! Very clear next steps suggested”
  • “Very fast, didn’t have me on here for hours trying to solve one problem. Hope to be matched with this tutor again!”

Have a great weekend, all!

— Team Yup

Autumn at Yup Webinar + Student Feedback Award

CHANGES FOR AUTUMN 2019 + WEBINAR

The webinar will be hosted by our new Director, Kreg Moccia.

Hope everyone is having a fantastic summer! Here at Yup HQ, we are gearing up for a number of new initiatives for the coming school year. In order to prepare for a new go-to-market strategy which could potentially increase our userbase substantially, Ops is redesigning how we test and qualify applicants, schedule tutors, and incentivize tutor growth and performance. The infographic below outlines these changes more in depth.

In order to fully introduce the tutor team to the changes to come, we will be holding a live webinar on Thursday, August 1st at 9:00AM PDT, hosted by our new Director of Tutor Operations, Kreg Moccia. The webinar will touch on all areas of the scaling program, but will focus on the new Tutor Incentive Program.

Looking forward to visiting with you all next week in the webinar! Check your emails for a Google Calendar invite with the Zoom webinar link.


OUTSTANDING STUDENT FEEDBACK AWARD 

Congratulations to Paul Jason Carolino for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Paul’s exceptional student feedback comments include:

  • “Mr. Carolino you’re amazing!!! Thank you so much for your help. It was so helpful. You don’t know how much I appreciate it!!!”
  • “Awesome tutor! Thank you SO much for believing in me!!!! I dont come across as great of a tutor as you everyday, so thanks for all your help!”
  • “Thank you very much Mr. Carolino, I appreciate your help because you have made me understand what the question was asking. You are a hero!”

 

Happy tutoring!

— Team Yup

Login Change + Feedback Award & Reminders

⚠️ UPCOMING DASHBOARD LOGIN CHANGE ⚠️

On Friday, June 28th, we will be switching to a new login system for tutors. Instead of using your phone number to log in, you will be required to use your email address and password.

When the new system is deployed, please complete the following steps:

  1.  Log out of the dashboard
  2. Click the Reset Password link at yup.com/users/sign-in
  3. Enter your Yup-associated email address
  4. Check your email for a reset password link
  5. Follow the instructions to set your password
  6. Login using the new method!

It’s important that you update your password before it’s time to log into your next shift following the update next week – this will ensure that no sessions are dropped as a result of tutors being unable to login.

If you don’t remember which email is associated with your Yup account OR you wish to change it, please email tutor.support@yup.com as soon as possible.


GENERAL REMINDERS

Submitting Disputes:

  • Please limit disputes to three per month (based on when the session occurred), and submit within a week of when the session was conducted
  • Please stick to the guidelines for dispute eligibility: sessions that earned less than 8 points; sessions tagged Gave/Wrong Answer or  Content Knowledge.
  • Please do your best to explain why you feel you were inaccurately scored.

Answer Check Policy:

  • Reminder that we should only ask a student for their work/thought process once – if they refuse, please proceed with checking answers rather than continuing to press. (Relevant newsfeed post.)

Shift End Policy:

  • If you are with a student when your shift ends, you should only end the session if 1) you have found an answer together after your shift has ended OR 2) you have worked with the student for 30 minutes past the end of your shift (Relevant newsfeed post.)
  • When ending a session for one of the above reasons, please let the student know you have worked past the end of your shift (feel free to use a canned response for this!)
  • This policy was created to avoid poor student experiences near the end of a tutor’s shift. If your schedule does not allow you to follow this policy, email scheduling@yup.com

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Surinder Kaur for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Surinder’s exceptional student feedback comments:

  • “Thank you so much! Made a stressful night with a lot of hard problems much easier. I hope I get you again soon!”
  • “I would love to be paired up with her again. It was a very productive and fast session.”
  • “Thank you so much Ms. Kaur lol now because of you I can go to the theme park with my friends!!! Yay!”
  • “This question was on my recent SAT so thank you for helping me understand how I could have done it :)”

Happy tutoring!

— Team Yup