Remote Customer Experience QA 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

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.