Senior Quality Assurance Analyst

🔥 14 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

🔧 QA Engineer (Quality Assurance)

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dexcom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Dexcom is a leading provider of continuous glucose monitoring (CGM) systems, revolutionizing how people manage diabetes and track their glucose levels. Known for their best-in-class glucose biosensing technology, Dexcom offers products like the Dexcom G7 CGM system, which provides real-time glucose monitoring and insights to help individuals become healthier. Founded in 1999, Dexcom has consistently innovated in the field of diabetes management, empowering users to take control of their health with accurate and advanced glucose monitoring solutions. Their products are designed for both adults and children and do not require a prescription.

📋 Description

• Build and maintain AI categories, score components, and phrase libraries, tuning them to improve precision, recall, and insight relevance • Translate dissatisfaction, repeat-contact, escalation, silence, dead-air, and policy-breach patterns into recommendations with expected impact and owners • Align AI outputs to QA scorecards and validate correlation with FCR, CSAT/NPS, SLA, reopen rates, and compliance outcomes • Partner with QA and Team Leads to create coachable moments, targeted huddles, and job aids; measure effects through controlled sampling • Identify knowledge gaps and content opportunities; collaborate with KCS/KB owners to improve findability, reuse, and deflection • Build weekly and monthly Excel/Tableau reports with narratives, trends, and prioritized actions • Monitor ingestion health, metadata mappings, PHI/PII redaction and masking rules, user access, and analytic-asset version control • Work with operations and IT to operationalize process, policy, knowledge, training, and automation fixes • Run experiments, including A/B tests where practical, document outcomes, and iterate to improve category accuracy and downstream performance • Compile observation reports and deliver briefings using deep-dive, root-cause, SWOT, regression, and AI-enhanced statistical methodologies • Drive customer value through quantifiable results and AI-informed organizational change recommendations • Provide thought leadership on AI-powered use cases and conversational-intelligence trends • Perform special projects and other duties as required

🎯 Requirements

• At least 2 years of equivalent work experience in analytics, AI, or CX automation (Required) • More than 3 years of experience with Quality Assurance in a technical and/or medical background • Typically requires a Bachelor’s degree and a minimum of 5–8 years of related experience • Competence in statistical analysis methods and data visualization techniques for large speech-sample datasets • Hands-on experience applying AI/ML concepts to NLP, speech analytics, conversational AI, and predictive modeling in customer experience contexts • Familiarity with contact center operations and AI/automation for customer experience improvement • Knowledge of syntax, Boolean operators, and database query languages • Experience optimizing search and categorization through ML techniques • Python, R, or other programming languages for advanced data preprocessing and model evaluation is a plus • Knowledge of ethical AI, bias detection, and governance in automated decision-making • Strong understanding of business strategy, data visualization, AI insights, and KPI measurement for CX automation • Fluency in iterative model training, analysis, and testing processes • Ability to critically analyze speech data, identify patterns, and draw meaningful conclusions • Knowledge of root-cause analysis and quality tools • Excellent attention to detail and accuracy • Outstanding analytical and structured problem-solving skills • Ability to resolve complex issues • Strong time management and prioritization skills • Excellent verbal and written communication, interpersonal, and listening skills • Ability to work in a team environment, multitask, and manage conflict • Ability to work effectively under pressure • Strong customer service orientation • Willingness to stay updated through continuous learning and professional development

🏖️ Benefits

• A full and comprehensive benefits program • Growth opportunities on a global scale • Access to career development through in-house learning programs and/or qualified tuition reimbursement • An exciting and innovative, industry-leading organization committed to employees, customers, and communities • Life-changing CGM technology exposure • 0–5% travel requirement