Remote Quality Assurance Analyst, Customer Experience

1 DexCom Inc; California; Hybride; USD 56 000 - 94 000; Plein temps

Avantages offerts par ce poste

Comprehensive benefits

Career development

Tuition reimbursement

Global growth opportunities

Résumé du poste

The Quality Analyst role at Dexcom in Chicago monitors and scores agent calls to uphold our customer excellence standards and CSAT targets. You will review interactions between Dexcom and patients, ensuring procedures are followed and service quality remains high.

Key duties include calibrations, reporting, and supporting new hire training, with 5–15% travel. A bachelor’s degree and 2–5 years in a call center are typical; Dexcom provides comprehensive benefits, career growth, and a global,

Qualifications

• Bachelor’s degree or equivalent experience.
• 6+ months experience in inbound call center customer service.
• Analytical with strong problem-solving skills.
• Strong written and verbal communications skills.
• Excellent interpersonal and time management skills.

Responsabilités

• Aaccurately perform observations on recorded or live agent calls and score them against Dexcom provided standard.
• Resolve whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support.
• Maintain a set work schedule allowing for flexibility based on business needs.
• Host and facilitate calibrations to track results and attendance.
• Ensure all QA reporting and communication requirements are met.

Connaissances

Analytical

Communication

Time management

Interpersonal skills

Problem solving

Formation

Bachelor’s degree or equivalent experience

Description du poste

The Quality Analyst role at Dexcom in Chicago monitors and scores agent calls to uphold our customer excellence standards and CSAT targets. You will review interactions between Dexcom and patients, ensuring procedures are followed and service quality remains high.

Key duties include calibrations, reporting, and supporting new hire training, with 5–15% travel. A bachelor’s degree and 2–5 years in a call center are typical; Dexcom provides comprehensive benefits, career growth, and a global,