Supervisor Quality Assurance

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 a leader in 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 and Conversation Analysts dedicated to offering unparalleled support and contributing value to Dexcom's objectives.

Where you come to:

• Supervise and mentor a team of Quality Assurance Analysts to ensure consistent and accurate evaluations of customer interactions.
• Continuously improve and maintain QA scorecards, rubrics, and calibration processes that integrate VOC insights and CTQ metrics, ensuring alignment between customer expectations and operational performance standards.
• Monitor and analyze customer support interactions (calls, chats, emails) for quality, compliance, and customer satisfaction.
• Provide actionable feedback and coaching to support agents and team leaders.
• Identify trends and areas for improvement in customer service delivery and technical support.
• Conduct root cause analysis on recurring quality assurance failures and negative customer sentiments, identifying underlying issues and recommending targeted corrective actions to enhance service delivery and customer satisfaction.
• Collaborate with training and operations teams to address performance gaps and improve agent effectiveness.
• Generate and present QA reports and insights to leadership.
• Participate in the recruitment, onboarding, and training of Quality Assurance Analysts.
• Ensure compliance with internal policies and external regulations (e.g. HIPAA, FDA regulations, etc).
• Lead calibration sessions to align Quality Assurance standards across teams and regions.
• 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.

What makes you successful:

• Passion for improving patient outcomes and user experience.
• Ability to lead with empathy and integrity.
• Experience handling escalations related to medical device performance.
• Bachelor's degree in Business, Communications, Mathematics, Statistics, Engineering or related field.
• Minimum of 3 years of experience in Customer Support Quality Assurance supervisory role.
• Proven and successful understanding and implementation of QA methodologies and customer service metrics.
• Proficiency in QA tools and platforms (eg. SalesForce, Genesys QA, Microsoft Office and PowerApps).
• Excellent communication, coaching, and interpersonal skills.
• 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.
• Certification in Quality Assurance or Six Sigma is a plus.
• Knowledge of industry standards such as COPC or ISO 9001 is a plus.
• Familiarity with CGM technology or diabetes care is a plus.

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.

Experience and Education Requirements:

• Typically requires a Bachelor's degree with 5-8 years of industry experience
• Informal management/ team lead experience

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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.