Sr Quality Assurance Analyst

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 atleast 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, and testing processes.
• You can critically analyze speech data, identify patterns, and draw meaningful conclusions from the observations made.
• You are knowledgeable in root-cause analysis and quality tools.
• You have excellent attention to details and accuracy.
• You have outstanding analytical and structured problem-solving skills.
• You have high ability to work with and resolve complex issues.
• You have strong time management skills and ability to prioritize work.
• You have excellent verbal and written communication skills, exceptional interpersonal, and listening skills.
• You can work in a team environment, multi-task and manage conflict.
• You can work effectively under pressure.
• You have strong customer service orientation.
• You are willing to stay updated with the latest research, methodologies, and technologies in the field through continuous learning and professional development activities.
• You can perform other functions as required in the nature and scope of position.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• 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.

Travel Required:

• 0-5%

Experience and Education Requirements:

Typically requires a Bachelor’s degree and a minimum of 5 – 8 years of related experience