Customer Account Support Analyst
Dexcom
Summary
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.
Job description
Meet the team
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.
Where you come in
- 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
What makes you successful
- 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
- 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
Experience and Education
Typically requires a Bachelor's degree and a minimum of 2-5 years of related experience.
Remote Workplace
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.
Requirements
- Bachelor's degree or equivalent experience
- 2-5 years of related experience
- Previous call center experience with four (4) or more of the following:
- 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
Benefits
- Comprehensive benefits program
- Career development
- Tuition reimbursement
- Learning programs
Company overview
Dexcom, Inc. is a pioneering American healthcare company specializing in the development, manufacturing, and distribution of continuous glucose monitoring (CGM) systems for diabetes management. Founded in 1999 and headquartered in San Diego, California, Dexcom has transformed diabetes care through innovative biosensing technology that provides real-time glucose readings. The company's flagship products, including the G-series CGM systems, offer industry-leading accuracy and extended wear times, with the latest G7 model providing up to 15.5 days of continuous monitoring. As a publicly traded company listed on Nasdaq (DXCM) and a component of both the Nasdaq-100 and S&P 500 indices, Dexcom operates globally with manufacturing facilities in Arizona, Malaysia, and Ireland. With over 10,300 employees worldwide, the company generates approximately $4 billion in annual revenue and maintains strategic partnerships with major healthcare technology companies. Dexcom's mission focuses on empowering people with diabetes to take control of their health through advanced monitoring solutions that improve clinical outcomes and quality of life.