Sr Quality Assurance Analyst

Dexcom Inc.; Pasay; Sur place; PHP 2 460 024 - 3 690 037; Plein temps

Avantages offerts par ce poste

Comprehensive benefits program

Growth opportunities

Access to career development

Résumé du poste

Dexcom Inc. is looking for a Senior Quality Assurance Analyst in the Philippines to enhance customer experience using analytics. This role involves building AI score components and translating data patterns into actionable insights to improve quality and compliance.

The ideal candidate should have a Bachelor's degree and several years of experience in QA, analytics, and customer experience technologies. Benefits include a comprehensive program, growth opportunities, and continuous learning.

Qualifications

• At least 2 years in analytics, AI, or CX automation.
• More than 3 years QA experience in Technical or Medical fields.
• Hands-on experience with AI/ML for customer experience.

Responsabilités

• Build and maintain AI categories and score components.
• Translate analytics patterns into clear recommendations.
• Align AI outputs to quality assurance scorecards.

Connaissances

Statistical analysis methods

Data visualization techniques

AI/ML concepts for NLP

Customer experience improvement

Quality Assurance

Critical analysis skills

Attention to detail

Analytical problem-solving

Communication skills

Formation

Bachelor’s degree

Outils

Python

R

Description du poste

Meet the team

Are you driven by exceptional customer experience and continuous improvement? Do you love turning conversation data into insights that move the needle on quality, efficiency, and compliance? Are you a proactive learner who thrives in a fast‑moving, collaborative environment? If so, the GBS Conversation Analytics Center of Expertise could be the ideal fit for you.

We’re a high‑impact group of analysts who use AI speech and text analytics to elevate how we serve our customers across channels. As a Senior Quality Assurance Analyst, you’ll transform interactions into actionable insights, powering better coaching, smarter processes, and measurable outcomes that align with Dexcom’s mission.

Where you come in

• Build and maintain AI categories, score components, and phrase libraries; continuously tune to improve precision/recall and insight relevance.
• Translate patterns (drivers of dissatisfaction, repeat contacts, escalations, silence, dead air, policy breaches) into clear recommendations with expected impact and owners.
• Align AI outputs to QA scorecards; validate that analytics trends correlate with FCR, CSAT/NPS, SLA, reopen rates, and compliance outcomes.
• Partner with QA and Team Leads to create coachable moments, targeted huddles, and job aids; measure before/after effect through controlled sampling.
• Identify knowledge gaps and content opportunities; collaborate with KCS/KB owners to improve findability, reuse, and deflection.
• Build weekly/monthly reporting (e.g., Excel/Tableau) with concise narratives, trend highlights, and prioritized actions.
• Monitor ingestion health, metadata mappings, redaction/masking rules for PHI/PII, user access, and version control of analytic assets.
• Work closely with operations and IT to operationalize fixes (process, policy, knowledge, training, or automation).
• Run experiments (A/B where practical), document outcomes, and iterate to improve category accuracy and downstream performance.
• Compile observation reports and deliver briefings utilizing deep dive, root cause, SWOT, regression, and AI‑enhanced statistical methodologies.
• Drive customer value by delivering quantifiable results and recommending AI‑informed organizational change initiatives.
• Provide thought leadership on AI‑powered use cases and emerging trends in conversational intelligence
• You can work in special projects and perform other duties as required.

What makes you successful

• You have at least 2 years of experience equivalent work experience in analytics, AI, or CX automation. (Required)
• You have more than 3 years of experience with Quality Assurance in Technical and/or Medical background.
• You are competent in statistical analysis methods and data visualization techniques to analyze large datasets of speech samples.
• You have hands‑on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts.
• You are familiar with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement.
• You have knowledge of syntax, Boolean operators, and database query languages; experience optimizing search and categorization through ML techniques.
• You are familiar with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus.
• You have knowledge of ethical AI, bias detection, and governance in automated decision‑making.
• You have strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives.
• You are detail‑oriented and fluent in iterative model training, analysis, and testing processes.
• You can critically analyze speech data, identify patterns, and draw meaningful conclusions from the observations made.
• You are knowledgeable in root‑cause analysis and quality tools.
• You have excellent attention to details and accuracy.
• You have outstanding analytical and structured problem‑solving skills.
• You have high ability to work with and resolve complex issues.
• You have strong time management skills and ability to prioritize work.
• You have excellent verbal and written communication skills, exceptional interpersonal, and listening skills.
• You can work in a team environment, multi‑task and manage conflict.
• You can work effectively under pressure.
• You have strong customer service orientation.
• You are willing to stay updated with the latest research, methodologies, and technologies in the field through continuous learning and professional development activities.
• You can perform other functions as required in the nature and scope of position.

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