Quality Assurance Analyst 2 - Customer Advocacy

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Are you an advocate of exceptional customer service and continuous improvement? Do you derive fulfillment from aiding operational goals in attaining exceptional quality? Are you an individual who actively pursues ongoing professional development and thrives in dynamic work environments? If so, the GBS Quality Assurance Team could be the ideal fit for you. Our team comprises adept Quality Assurance Analysts dedicated to offering unparalleled support and contributing value to Dexcom's objectives.

Where you come in:

• You are responsible for monitoring and evaluating a high volume multi communication channel and multi process tasks to ensure quality standards are met.
• You will execute audits ensuring quality and consistency across all Quality Assurance resources.
• You will use quality monitoring data management system to compile and track performance at team and individual level.
• You will provide clear and actionable feedback about the customer experience, and compliance to process and regulations.
• You will generate reports, analyze trends and insights from QA data. Shares recommendations and process improvements that may improve overall customer experience and streamline the process.
• You will keep develop and maintain a vertical knowledge of Dexcom product and service.
• You will collaborate for process / workflow updates and improvements with the production and internal support groups.
• You are capable of working in special projects and perform other duties as required.

What makes you successful:

• You are at least S2 with 2 years of experience as a Customer Advocacy Generalist in the Customer Support tower (internal hire, required).
• You have more than 4 years of experience with Quality Assurance in Insurance Intake, Medical Document Review, and/or Medical background (external hire).
• 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 able to perform other functions as required in the nature and scope of position.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• 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.

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.