The Company is a pioneer and global leader in continuous glucose monitoring (CGM) and is looking for a Supervisor Quality Assurance to join their GBS Quality Assurance Team. The team is dedicated to offering unparalleled support and contributing value to Dexcom's objectives.
Requirements
- Supervise and mentor a team of Quality Assurance Analysts
- Continuously improve and maintain QA scorecards, rubrics, and calibration processes
- Monitor and analyze customer support interactions for quality, compliance, and customer satisfaction
- Provide actionable feedback and coaching to support agents and team leaders
- Identify trends and areas for improvement in customer service delivery and technical support
- Conduct root cause analysis on recurring quality assurance failures and negative customer sentiments
- Collaborate with training and operations teams to address performance gaps and improve agent effectiveness
- Generate and present QA reports and insights to leadership
- Participate in the recruitment, onboarding, and training of Quality Assurance Analysts
- Ensure compliance with internal policies and external regulations (e.g. HIPAA, FDA regulations, etc)
- Lead calibration sessions to align Quality Assurance standards across teams and regions
- Support the implementation of new tools and technologies to enhance QA processes
- Develop and maintain vertical knowledge of Dexcom products and services
- Work on special projects and perform other duties as required
Benefits
- 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
