Quality Assurance Analyst 2

Quality Assurance Analyst 2 – Dexcom Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). With 25 years of experience, Dexcom is expanding beyond diabetes to empower people with personalized health insights. We are a customer‑centric organization that values integrity, innovation and accountability. Location Muntinlupa City, National Capital Region, Philippines Employment Full‑time Responsibilities Deliver one‑on‑one and group coaching sessions to support agents based on QA evaluations, customer feedback, and performance metrics. Provide real‑time support and guidance during escalated or complex customer interactions. Collaborate with QA analysts to identify skill gaps and develop personalized improvement plans. Reinforce Dexcom’s service standards, tone of voice, and regulatory compliance in all coaching activities. Monitor agent progress and maintain coaching logs and performance improvement documentation. Facilitate workshops and training refreshers on handling product‑related concerns (e.g., sensor failures, app troubleshooting, device recalls). Partner with training and operations teams to align coaching with onboarding and continuous learning programs. Promote a culture of empathy, accountability, and continuous improvement within the support team. Support the implementation of new tools and technologies to enhance QA processes. Develop and maintain vertical knowledge of Dexcom products and services. Work on special projects and perform other duties as required. Qualifications Passion for improving patient outcomes and customer experience. Ability to inspire and motivate others through constructive feedback. Experience in handling sensitive or emotionally charged customer interactions. Bachelor’s degree in Communications, Psychology, Healthcare, Business or related field. 3 years of experience in customer service coaching or team leadership, preferably in healthcare or medical device support. Proven understanding of coaching methodologies and adult learning principles. Excellent communication, interpersonal and conflict resolution skills. Familiarity with CGM technology or diabetes care is a plus. Experience with CRM systems, QA platforms and performance dashboards. Analytical mindset with attention to detail. Ability to manage multiple priorities in a fast‑paced environment. Experience in contact center or GBS operations is required. Available to work onsite at least twice a week. Certification in Quality Assurance or Six Sigma is a plus. Knowledge of industry standards such as COPC or ISO 9001 is a plus. Benefits 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 communities. Experience and Education Requirements Typically requires a Bachelor’s degree and a minimum of 2–5 years of related experience. Staffing Agency Notice To all staffing and recruiting agencies: Our careers site is only for individuals seeking a job at Dexcom. Authorized agencies may 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 or applications. Referral Notice Referrals increase your chances of interviewing at Dexcom by 2x. #J-18808-Ljbffr