Customer Account Support Analyst

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

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.
• 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

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:

• 5-15%

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.

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