Senior AI & CX Quality Assurance Analyst

Dexcom Philippines; Cebu City; On-site; PHP 850,000 - 1,200,000; Full time

Benefits offered by this job

Comprehensive benefits

Global growth opportunities

Career development programs

Job summary

Dexcom Philippines is seeking a Senior Quality Assurance Analyst to transform conversations into actionable insights, powering coaching, smarter processes, and measurable outcomes that align with our mission in CGM.

You’ll work with AI speech and text analytics to improve customer experience across channels, develop QA scorecards, and drive data-driven improvements. 2+ years in analytics/CX automation and 3+ years in QA (technical/medical) are preferred.

Qualifications

• Bachelor’s degree and 5–8 years of related experience.
• Experience in analytics, AI, or CX automation.
• Strong statistical analysis and data visualization skills.
• Knowledge of NLP, speech analytics, and ML concepts.

Responsibilities

• Transform conversations into actionable insights to improve QA and coaching.
• Develop and tune AI categories, score components, and libraries.
• Align analytics with KPIs like CSAT, NPS, SLA and FCR.
• Create coachable moments and job aids with measurable impact.
• Produce weekly/monthly narratives and trend reports.
• Ensure data quality, PHI/PII masking, and version control.

Skills

AI analytics

CX automation

statistical analysis

data visualization

NLP / speech analytics

Contact Center operations

Boolean operators / queries

Python / R

SQL

ethics in AI

Education

Bachelor's degree

Tools

Excel

Tableau

Python

R

SQL

Job description

Dexcom Philippines is seeking a Senior Quality Assurance Analyst to transform conversations into actionable insights, powering coaching, smarter processes, and measurable outcomes that align with our mission in CGM.

You’ll work with AI speech and text analytics to improve customer experience across channels, develop QA scorecards, and drive data-driven improvements. 2+ years in analytics/CX automation and 3+ years in QA (technical/medical) are preferred.