Senior Quality Assurance Analyst

🕒 February 17

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Dexcom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

⚕️ Healthcare Insurance

🧬 Biotechnology

Healthcare Insurance • Biotechnology • Wearable Technology

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; continuously tune to improve precision/recall and insight relevance. • Translate patterns (drivers of dissatisfaction, repeat contacts, escalations, silence, dead air, policy breaches) into clear recommendations with expected impact and owners. • Align AI outputs to QA scorecards; validate that analytics trends correlate 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 before/after effect through controlled sampling. • Identify knowledge gaps and content opportunities; collaborate with KCS/KB owners to improve findability, reuse, and deflection. • Build weekly/monthly reporting (e.g., Excel/Tableau) with concise narratives, trend highlights, and prioritized actions. • Monitor ingestion health, metadata mappings, redaction/masking rules for PHI/PII, user access, and version control of analytic assets. • Work closely with operations and IT to operationalize fixes (process, policy, knowledge, training, or automation). • Run experiments (A/B where practical), document outcomes, and iterate to improve category accuracy and downstream performance. • Compile observation reports and deliver briefings utilizing deep dive, root cause, SWOT, regression, and AI-enhanced statistical methodologies. • Drive customer value by delivering quantifiable results and recommending AI-informed organizational change initiatives. • Provide thought leadership on AI-powered use cases and emerging trends in conversational intelligence. • You can work in special projects and perform other duties as required.

🎯 Requirements

• You have at least 2 years of experience equivalent work experience in analytics, AI, or CX automation. (Required) • You have more than 3 years of experience with Quality Assurance in Technical and/or Medical background. • You are competent in statistical analysis methods and data visualization techniques to analyze large datasets of speech samples. • You have hands-on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts. • You are familiar with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement. • You have knowledge of syntax, Boolean operators, and database query languages; experience optimizing search and categorization through ML techniques. • You are familiar with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus. • You have knowledge of ethical AI, bias detection, and governance in automated decision-making. • You have strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives. • You are detail-oriented and fluent in iterative model training, analysis, and testing processes. • You can critically analyze speech data, identify patterns, and draw meaningful conclusions from the observations made. • You are knowledgeable in root-cause analysis and quality tools. • You have excellent attention to details and accuracy. • You have outstanding analytical and structured problem-solving skills. • You have high ability to work with and resolve complex issues. • You have strong time management skills and ability to prioritize work. • You have excellent verbal and written communication skills, exceptional interpersonal, and listening skills. • You can work in a team environment, multi-task and manage conflict. • You can work effectively under pressure. • You have strong customer service orientation. • You are willing to stay updated with the latest research, methodologies, and technologies in the field through continuous learning and professional development activities.

🏖️ 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 our employees, customers, and the communities we serve