Quality Assurance Analyst 2

Dexcom Corporation is a pioneer in continuous glucose monitoring (CGM). We're a global leader driven by thousands of ambitious people who listen, serve with integrity, think big, and are dependable. We're looking for a Quality Assurance Analyst 2 to join our GBS Quality Assurance Team.

Requirements

• Deliver one-on-one and group coaching sessions to support agents based on QA evaluations, customer feedback, and performance metrics.
• Provide real-time support and guidance during escalated or complex customer interactions.
• Collaborate with QA analysts to identify skill gaps and develop personalized improvement plans.
• Reinforce Dexcom’s service standards, tone of voice, and regulatory compliance in all coaching activities.
• Monitor agent progress and maintain coaching logs and performance improvement documentation.
• Facilitate workshops and training refreshers on handling product-related concerns (e.g., sensor failures, app troubleshooting, device recalls).
• Partner with training and operations teams to align coaching with onboarding and continuous learning programs.
• Promote a culture of empathy, accountability, and continuous improvement within the support team.
• 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

• A front row seat to life changing CGM technology.
• A 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.