[Hiring] Customer Account Support Analyst @Dexcom

Role Description

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.
• Listening and evaluation of calls.
• Non-bias scoring of calls.
• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.

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.
• Ask about our Flex workplace option.