Sr Quality Assurance Analyst

Meet the team:

Quality is more than monitoring calls. Our team uses insights from customer interactions to help improve processes, strengthen agent skills, and create better customer experiences. From introducing new hires to Quality expectations to identifying process, behavior, and skill gaps, we partner across teams to turn what we learn into opportunities for continuous improvement.

Where you come in:

• You conduct call monitoring and quality audits to assess adherence to established quality standards, processes, and customer experience expectations.
• You analyze quality results and generate actionable performance insights to identify trends, recurring opportunities, and areas requiring focused improvement.
• You identify process, behavior, and skill gaps and recommend solutions to improve quality performance and customer experience.
• You collaborate with Operations and other key stakeholders to develop targeted action plans addressing identified quality opportunities.
• You support the development and implementation of Corrective and Preventive Actions (CAPA) to address quality gaps and help prevent recurrence.
• You participate in calibration sessions, identify opportunities based on calibration outcomes, and help drive consistent interpretation and application of QA standards.
• You review, audit, and manage disputes related to quality audit results to support scoring accuracy, consistency, and alignment with established QA guidelines.
• You evaluate, improve, and implement QA processes to strengthen quality practices, address identified gaps, and support continuous improvement.

What makes you successful:

• You have strong analytical and critical-thinking skills, with the ability to interpret quality results, identify trends, and translate findings into actionable insights.
• You demonstrate strong attention to detail and sound judgment, enabling you to accurately evaluate customer interactions and consistently apply established QA standards.
• You have strong root-cause analysis and problem-solving skills, with the ability to identify process, behavior, and skill gaps and recommend practical solutions.
• You communicate clearly and effectively, both verbally and in writing, and can explain quality findings, opportunities, and recommendations to different audiences.
• You collaborate effectively across teams, particularly with Operations, Training, and other stakeholders, to develop targeted actions and drive quality improvements.
• You can interpret and apply QA guidelines consistently, including participating in calibrations, reviewing audit results, and objectively managing quality disputes.
• You are skilled in data analysis and reporting, with the ability to organize quality data, identify meaningful performance patterns, and present insights that support decision-making.
• You demonstrate a continuous-improvement mindset, with the ability to evaluate existing QA processes, recommend enhancements, and support the implementation of new or improved quality practices.
• Nice to Have: Lean Six Sigma, COPC or ISO-related certification or training/experience.

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.

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