Dexcom Corporation is hiring a Staff Quality Assurance Analyst to join our Technical Support department. In this pivotal role, you will provide data support and insights to front-line teams by analyzing call data to identify trends and root causes impacting customer experience. You will be instrumental in recommending data-backed process improvements to enhance our operations.
What You'll Do
- Analyze large volumes of call data using dedicated analytics tools.
- Develop reports to visualize large amounts of data for KPIs monitoring.
- Identify patterns, trends, correlations and root causes impacting customer experience.
- Partner with Technical Support and Quality teams to recommend data-backed process improvements.
- Ensure data integrity and compliance with privacy and security standards.
- Present findings to stakeholders in clear, actionable formats.
- Take part in local and global strategic projects.
- Stay updated with the latest data analysis tools, techniques, and trends to drive ongoing improvements in effectiveness and efficiency.
What We're Looking For
- Expert-level proficiency in MS Excel.
- 2+ years of experience in successfully building and working with a speech analytics tool.
- Strong analytical skills to understand business requirements, analyze data, identify trends and patterns, and translate them into actionable insights.
- Ability to design effective and visually appealing reports that communicate complex data insights clearly and effectively to diverse groups of stakeholders.
- Fluency in English, both written and oral communication is a must.
- Strong time management skills and ability to prioritize work.
- Ability to work independently and coordinate activities of other team members.
- Independent decision making.
- Proven capability to handle challenging situations, a positive attitude with passion and drive.
- Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
- At this level a graduate degree may be desirable with 4 years of related experience.
Nice to Have
- Technical support environment and/or contact center experience desired.
- Fluency in German would be a great advantage.
Technical Stack
- MS Excel
- Speech analytics tools
Team & Environment
You will be part of the Technical Support department.
Benefits & Compensation
- Compensation: €4,157.92 to €5,136.25 gross monthly base salary.
- A comprehensive onboarding and training on the job.
- Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
- Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
- 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
- Opportunity to work from other countries for up to 30 days per year.
- Health Insurance including reduced premiums available for dependents.
- Life and Accident insurance coverage.
- 3rd Pillar Private Pension plan.
- Health and Wellness programs, including access to online coaching and therapy sessions.
- Fertility, Family forming, Menopause and Men’s health support services.
- Regular team-building events that foster collaboration and connection.
- Best-in-class training and career development programs.
- Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
- Access to a fitness tracking app with rewards for staying active.
- Free parking space at the city center office location.
- Language premium allowance if applicable.
Work Mode
This is a hybrid position based at an assigned Dexcom site.
Dexcom is an equal opportunity employer.
