Customer Account Support Analyst

The Quality Analyst is responsible for monitoring and scoring interactions to maintain customer excellence standards. Duties include evaluating calls and other communication between Dexcom/Distributors and patients including: listening and evaluation of calls, non-bias scoring of calls and recommendations to process/procedure changes to improve the customer experience.

• Accurately perform observations on recorded or live agent calls and score them against Dexcom provided standard
• Resolve whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and support
• Complete all work assignments within deadlines given
• Maintain a set work schedule allowing for flexibility based on business needs
• Host and facilitate internal, external or QA team calibrations to track results and attendance
• Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Ensure valuable CSAT analytics, methods and practices are provided to operation
• Ensure appropriate levels of skilled analysts in order to achieve company level of customer satisfaction
• Support supervisor teams with representative quality execution Support supervisor teams in calibration session
• Support new hire quality training and transition
• Participate in any new policy training to ensure all policies are understood
• Ensure all QA Analyst reporting, and communication requirements are met

• Responsible for supporting the organization in improving quality standards between internal and external collaborators. Directs and performs evaluation of internal processes, communications, and resolution of customer related issues. Reviews, and evaluates results and advises organization on appropriate actions. Evaluates personnel responsible to ensure efficient operation. Ensures all individual key performance metrics are met.
• Functional/Business Knowledge
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
• General application of concepts and principles.
• Demonstrates project management skills and successful track record of completion.
• Gives to the development of new concepts, techniques, and standards.
• Previous call center experience with four (4) or more of the following:
• Bachelor’s degree or equivalent experience
• 6 plus months experience as an inbound call center customer service representative
• Analytical with strong problem-solving skills
• Ability to assess individual and team performance
• Strong written and verbal communications skills
• Excellent interpersonal and time management skills
• Excellent verbal and written communications skills

• 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.

• 5-15%

• Typically requires a Bachelor’s degree and a minimum of 2-5 years of related experience.

Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an…