Quality Assurance Analyst 2

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:

• 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.

What makes you successful:

• 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.

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 and a minimum of 2-5 years of related experience

#LI-Hybrid

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.