Dexcom Corporation is a global leader in continuous glucose monitoring (CGM). We are seeking a Senior Quality Assurance Analyst to transform interactions into actionable insights, powering better coaching, smarter processes, and measurable outcomes. As a member of the GBS Conversation Analytics Center of Expertise, you will use AI speech and text analytics to elevate how we serve our customers across channels.
Requirements
- Build and maintain AI categories, score components, and phrase libraries
- Translate patterns 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
- Monitor ingestion health, metadata mappings, redaction/masking rules for PHI/PII, user access, and version control of analytic assets
- 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
Benefits
- Comprehensive benefits program
- Growth opportunities on a global scale
- Access to career development through in-house learning programs and/or qualified tuition reimbursement
- Exciting and innovative organization committed to employees, customers, and communities
