Remote QA Analyst - Customer Experience

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

Benefits offered by this job

Benefits program

Global growth opportunities

Career development programs

Tuition reimbursement

Industry-leading organization

Job summary

Dexcom Inc. is seeking a Quality Analyst to monitor and score interactions, ensuring adherence to Dexcom standards and optimal customer service. You will observe live or recorded calls, evaluate procedures, and contribute to process improvements and QA calibrations.

The role emphasizes analytical thinking, strong communication, and collaboration across teams, with a hybrid remote-friendly work setup and 5–15% travel.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2–5 years of related experience.
• Previous call center experience with four or more of the following: analytical skills, problem solving, communication, teamwork.

Responsibilities

• Accurately observe and score calls against the Dexcom standard.
• Evaluate whether agents follow procedures and provide effective service.
• Complete work assignments within deadlines.
• Maintain a flexible schedule based on business needs.
• Host calibrations with QA team and clients to track results.
• Provide CSAT analytics and reporting to operations.
• Support QA training for new hires.

Skills

Analytical

Communication

Time management

Interpersonal skills

Verbal and written communication

Education

Bachelor’s degree or equivalent experience

Job description

Dexcom Inc. is seeking a Quality Analyst to monitor and score interactions, ensuring adherence to Dexcom standards and optimal customer service. You will observe live or recorded calls, evaluate procedures, and contribute to process improvements and QA calibrations.

The role emphasizes analytical thinking, strong communication, and collaboration across teams, with a hybrid remote-friendly work setup and 5–15% travel.