Sr Quality Assurance Analyst

Dexcom; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Dexcom Philippines is seeking a QA Analyst to conduct call monitoring and quality audits, ensuring adherence to QA standards and delivering exceptional customer experiences. You will analyze QA results to identify trends and opportunities for improvement, and collaborate with Operations and Training to implement targeted actions.

Ideal candidates have a Bachelor’s degree with 5–8 years of related QA experience, strong analytical and communication skills, and the ability to drive CAPA initiatives

Qualifications

• Bachelor’s degree required.
• 5–8 years of related QA experience.
• Strong analytical and communication skills.

Responsibilities

• Conduct call monitoring and quality audits to assess adherence to QA standards and customer experience expectations.
• Analyze QA results to identify trends, opportunities, and areas for improvement.
• Identify process, behavior, and skill gaps; recommend practical solutions to improve quality performance.
• Collaborate with Operations, Training, and other stakeholders to develop targeted action plans.
• Support development and implementation of CAPA to address quality gaps and prevent recurrence.
• Participate in calibration sessions to ensure consistent QA interpretation and application.
• Review, audit, and manage disputes related to QA results to ensure scoring accuracy.
• Evaluate and improve QA processes to strengthen quality practices and drive continuous improvement.

Skills

Analytical thinking

Quality assessment

Data analysis

Attention to detail

Clear communication

Cross-functional collaboration

Root-cause analysis

Problem solving

Education

Bachelor’s degree

Job description

The CompanyDexcom 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:Quality is more than monitoring calls. Our team uses insights from customer interactions to help improve processes, strengthen agent skills, and create better customer experiences. From introducing new hires to Quality expectations to identifying process, behavior, and skill gaps, we partner across teams to turn what we learn into opportunities for continuous improvement.Where you come in:You conduct call monitoring and quality audits to assess adherence to established quality standards, processes, and customer experience expectations.You analyze quality results and generate actionable performance insights to identify trends, recurring opportunities, and areas requiring focused improvement.You identify process, behavior, and skill gaps and recommend solutions to improve quality performance and customer experience.You collaborate with Operations and other key stakeholders to develop targeted action plans addressing identified quality opportunities.You support the development and implementation of Corrective and Preventive Actions (CAPA) to address quality gaps and help prevent recurrence.You participate in calibration sessions, identify opportunities based on calibration outcomes, and help drive consistent interpretation and application of QA standards.You review, audit, and manage disputes related to quality audit results to support scoring accuracy, consistency, and alignment with established QA guidelines.You evaluate, improve, and implement QA processes to strengthen quality practices, address identified gaps, and support continuous improvement.What makes you successful:You have strong analytical and critical-thinking skills , with the ability to interpret quality results, identify trends, and translate findings into actionable insights.You demonstrate strong attention to detail and sound judgment , enabling you to accurately evaluate customer interactions and consistently apply established QA standards.You have strong root-cause analysis and problem-solving skills , with the ability to identify process, behavior, and skill gaps and recommend practical solutions.You communicate clearly and effectively , both verbally and in writing, and can explain quality findings, opportunities, and recommendations to different audiences.You collaborate effectively across teams , particularly with Operations, Training, and other stakeholders, to develop targeted actions and drive quality improvements.You can interpret and apply QA guidelines consistently , including participating in calibrations, reviewing audit results, and objectively managing quality disputes.You are skilled in data analysis and reporting , with the ability to organize quality data, identify meaningful performance patterns, and present insights that support decision-making.You demonstrate a continuous-improvement mindset , with the ability to evaluate existing QA processes, recommend enhancements, and support the implementation of new or improved quality practices.Nice to Have: Lean Six Sigma, COPC or ISO-related certification or training/experience.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 5 – 8 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.AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [e-mail] .#DexcomPhilippines