Customer Account Support Analyst

Dexcom; San Diego (CA); Remote; USD 56,000 - 94,000; Full time

Benefits offered by this job

Comprehensive benefits

Global growth opportunities

Tuition reimbursement

Job summary

Dexcom's Quality Assurance team is looking for a QA Analyst to monitor and score interactions between Dexcom/distributors and patients, ensuring high-quality customer service. You will assess calls, verify procedures, and drive improvements in processes and policies.

The role involves hosting calibrations, delivering CSAT analytics to operations, and supporting new-hire training. Remote/hybrid options are available as part of our flexible workplace strategy.

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ months inbound call center customer service representative experience.
• 4+ years of call center experience or related background preferred.

Responsibilities

• Accurately observe and score agent calls against standard criteria.
• Evaluate adherence to procedures and effective customer service practices.
• Host internal/external QA calibrations and track results.
• Provide CSAT analytics and support operational improvements.
• Assist with new hire quality training and policy updates.

Skills

Analytical

Problem solving

Written comms

Verbal comms

Interpersonal

Time management

Education

Bachelor’s degree or equivalent experience

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:The Quality Analyst is responsible for monitoring and scoring interactions to maintain customer excellence standards. Duties include evaluating calls and other communication between Dexcom/Distributors and patients including: listening and evaluation of calls, non-bias scoring of calls and recommendations to process/procedure changes to improve the customer experience.Where you come in:Accurately perform observations on recorded or live agent calls and score them against Dexcom provided standardResolve whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and supportComplete all work assignments within deadlines givenMaintain a set work schedule allowing for flexibility based on business needsHost and facilitate internal, external or QA team calibrations to track results and attendanceQuality Assurance CSAT calibration process with clients, monitoring services and the operationEnsure valuable CSAT analytics, methods and practices are provided to operationEnsure appropriate levels of skilled analysts in order to achieve company level of customer satisfactionSupport supervisor teams with representative quality execution Support supervisor teams in calibration sessionSupport new hire quality training and transitionParticipate in any new policy training to ensure all policies are understoodEnsure all QA Analyst reporting, and communication requirements are metWhat makes you successful:Responsible for supporting the organization in improving quality standards between internal and external collaborators. Directs and performs evaluation of internal processes, communications, and resolution of customer related issues. Reviews, and evaluates results and advises organization on appropriate actions. Evaluates personnel responsible to ensure efficient operation. Ensures all individual key performance metrics are met.Functional/Business KnowledgeDeveloping professional expertise, applies company policies and procedures to resolve a variety of issues.General application of concepts and principles.Demonstrates project management skills and successful track record of completion.Gives to the development of new concepts, techniques, and standards.Previous call center experience with four (4) or more of the following:Bachelor’s degree or equivalent experience6 plus months experience as an inbound call center customer service representativeAnalytical with strong problem-solving skillsAbility to assess individual and team performanceStrong written and verbal communications skillsExcellent interpersonal and time management skillsExcellent verbal and written communications skillsWhat 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:5-15%Experience and Education:Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience.Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at [e-mail] you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at [e-mail], an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=trueTo 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.Salary:$56,200.00 - $93,600.00#DexcomUS