Sr Quality Assurance Analyst

Benefits

Additional Information

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health. We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team: Are you driven by exceptional customer experience and continuous improvement? Do you love turning conversation data into insights that move the needle on quality, efficiency, and compliance? Are you a proactive learner who thrives in a fast‑moving, collaborative environment? If so, the GBS Conversation Analytics Center of Expertise could be the ideal fit for you. We're a high‑impact group of analysts who use AI speech and text analytics to elevate how we serve our customers across channels. As a Senior Quality Assurance Analyst, you'll transform interactions into actionable insights, powering better coaching, smarter processes, and measurable outcomes that align with Dexcom's mission. Where you come in: Build and maintain AI categories, score components, and phrase libraries; continuously tune to improve precision/recall and insight relevance. Translate patterns (drivers of dissatisfaction, repeat contacts, escalations, silence, dead air, policy breaches) 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; measure before/after effect through controlled sampling. Identify knowledge gaps and content opportunities; collaborate with KCS/KB owners to improve findability, reuse, and deflection. Build weekly/monthly reporting (e.g., Excel/Tableau) with concise narratives, trend highlights, and prioritized actions. Monitor ingestion health, metadata mappings, redaction/masking rules for PHI/PII, user access, and version control of analytic assets. Work closely with operations and IT to operationalize fixes (process, policy, knowledge, training, or automation). 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. Drive customer value by delivering quantifiable results and recommending AI-informed organizational change initiatives. Provide thought leadership on AI-powered use cases and emerging trends in conversational intelligence You can work in special projects and perform other duties as required. What makes you successful: You have at least 2 years of experience equivalent work experience in analytics, AI, or CX automation. (Required) You have more than 3 years of experience with Quality Assurance in Technical and/or Medical background. You are competent in statistical analysis methods and data visualization techniques to analyze large datasets of speech samples. You have hands-on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts. You are familiar with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement. You have knowledge of syntax, Boolean operators, and database query languages; experience optimizing search and categorization through ML techniques. You are familiar with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus. You have knowledge of ethical AI, bias detection, and governance in automated decision-making. You have strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives. You are detail-oriented and fluent in iterative model training, analysis,