Supervisor Quality Assurance

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