Supervisor Quality Assurance

About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company’s inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.

Meet the team:

Are you a leader of exceptional customer service and continuous improvement? Do you derive fulfillment from aiding operational goals in attaining exceptional quality? Are you an individual who actively pursues ongoing professional development and thrives in dynamic work environments? If so, the GBS Quality Assurance Team could be the ideal fit for you. Our team comprises adept Quality Assurance Analysts dedicated to offering unparalleled support and contributing value to Dexcom's objectives.

Where you come in:

• You will supervise and lead a team of quality assurance analysts, providing guidance, support and coaching to ensure individual and team success.
• You will develop and implement quality assurance policies, procedures, and standards aligned with organizational goals and client requirements.
• You will conduct regular audits and evaluations of patient interactions, including calls, emails, chats, and other communication channels, to assess compliance with established protocols and quality benchmarks, in lieu of assessing the accuracy of quality assurance analysts’ evaluations.
• You will analyze quality data and performance metrics to identify trends, patterns, and areas for improvement, and collaborate with relevant stakeholders to address issues and implement corrective actions.
• You will drive the quality team in providing comprehensive feedback to frontline agents and teams based on quality assessment findings, with a focus on continuous improvement and skill development.
• You will collaborate with training and operations teams to design and deliver targeted training programs and refresher sessions to address identified skill gaps and improve performance.
• You will lead calibration sessions with operations and client stakeholders to ensure alignment on quality standards, evaluation criteria, and expectations.
• You will develop and maintain comprehensive reports and dashboards to track key quality metrics, trends, and performance indicators, and communicate findings to relevant stakeholders.
• You will drive initiatives to enhance the overall customer experience, optimize processes, and streamline workflows to achieve operational excellence.
• You will stay abreast of industry trends, best practices, and regulatory requirements related to quality assurance and customer service, and proactively recommend and implement changes as needed.
• You will use quality monitoring data management system to compile and track performance at team and individual level.
• You will provide clear and actionable feedback about the customer experience, and compliance to process and regulations.
• You will keep develop and maintain a vertical knowledge of Dexcom product and service.
• You are capable of working in special projects and performs other duties as required.

What makes you successful:

• You have a bachelor’s degree in a relevant field (e.g., Business Administration/Management, Quality Management, Industrial Engineering, Accountancy) or equivalent work experience.
• You have previous experience in a quality assurance supervisor role within a BPO or customer service environment, with a minimum of 3 years is required.
• You have strong understanding of quality assurance principles, methodologies, and tools, with proven experience in designing and implementing quality initiatives and process improvements.
• You have excellent analytical skills, with the ability to interpret data, identify trends, and draw actionable insights to drive performance improvements.
• You showcase exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• You demonstrate proven leadership abilities, with a track record of successfully managing teams, fostering a positive work environment, and driving results through collaboration and empowerment.
• You are detail-oriented with a focus on accuracy and precision, coupled with strong organizational and time management skills to manage multiple priorities and deadlines effectively.
• You are proficient in using quality monitoring tools, CRM systems, and Microsoft Office Suite (e.g., Excel, PowerPoint, Word, PowerApps).
• You are flexible to work in a dynamic and fast-paced environment, with the ability to adapt to changing priorities and business needs.
• You have certification in quality management (e.g., Six Sigma, Lean, ISO).
• 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.

#LI-Hybrid

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.