Manager Quality Assurance

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 were 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 weve 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. Weve already changed millions of lives and were 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. Well get there by constantly reinventing unique biosensing-technology experiences. Though weve 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.

The Manager for GBS Process Quality Assurance (GBS QA) will be a key contributor to Dexcoms Global Business Services model. You will lead a GBS Process Quality Assurance team that develops and oversees programs to ensure best-in-class quality patient interactions by monitoring performance related to Compliance and Quality; analyzing and effectively communicating quality performance insights; and collaborating and / or leading process improvement initiatives to meet performance criteria.

Functional Description: Lead the GBS Process Quality Assurance (GBS QA) team that defines support and provide objective internal third-party review of Operations teams relative to expected levels of Compliance Quality Effectiveness and Efficiency. This role will also provide performance insights to key stakeholders evaluating against expected performance standards. Monitor Operations to proactively identify opportunities for continuous improvement in coordination with the key stakeholders. Establish and monitor the following: KPI/SLA standards on GBS Compliance Quality Effectiveness. Lead/support the analysis build and transition of GBS QA.

Essential Duties and Responsibilities:

• Supervise and mentor a team of Quality Assurance Supervisors and Analysts supporting multiple functions / verticals to ensure consistent and accurate evaluations of customer interactions across voice and non-voice media (Calls Chat Back Office Email etc.).
• Continuously improve and maintain QA scorecards rubrics and calibration processes that integrate Voice-of-the-Customer (VOC) insights and Critical-to-Quality (CTQ) metrics confirming alignment between customer expectations and operational performance standards.
• Provide actionable feedback and coaching to support Operations stakeholders from Leadership (Director Sr Managers) to frontline team members (Supervisors Specialists Analysts Representatives Agents).
• Generate and present Quality reports and insights to leadership by identifying trends and areas for improvement in customer service delivery and technical support.
• Conduct root cause analysis on recurring quality failures and negative customer sentiments identifying underlying issues and recommending targeted corrective actions to enhance service delivery and customer satisfaction.
• Collaborate with Operations Training Workforce Management Business Systems (Call Miner etc.) and Human Resources teams to address performance gaps and improve frontline team members effectiveness.
• Confirm compliance with internal policies and external regulations (e.g. HIPAA FDA regulations etc).
• Lead calibration sessions to align Quality Assurance standards across teams and regions.
• Act as lead arbiter within GBS Process Quality Assurance on Disputes raised by Operations.
• Monitor and analyze customer support interactions (calls chats emails) for quality compliance and customer satisfaction.
• Participate in the recruitment onboarding and training of Quality Assurance Supervisors Analysts and Specialized Roles (as applicable).
• Support the implementation of new tools and technologies to enhance QA processes.
• Develop and maintain vertical knowledge of Dexcom products and services.

Required Qualifications:

• Minimum of 3 years of experience in Technical Support Quality Assurance management role.
• Proven and successful understanding and implementation of QA methodologies and customer service metrics.
• Proven experience handling escalations related to medical device performance.
• Extensive background in contact center or GBS operations is required.
• Demonstrated expertise working with extremely large data sets.
• Analytical mindset with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Established proficiency in QA tools and platforms (e.g. SalesForce Genesys QA Microsoft Office Microsoft PowerApps SharePoint Smartsheet).
• Passion for improving patient outcomes and user experience.
• Ability to lead with empathy and integrity.
• Excellent communication coaching and interpersonal skills.
• Preferred Qualifications:
• Certification in Quality Assurance or Six Sigma is a plus.
• Knowledge of industry standards such as COPC or ISO 9001 is a plus.
• Familiarity with CGM technology or diabetes care is a plus.
• Experience with system integrations.

Education/Experience:

• Minimum of eight (8) years of experience in the industry.
• Minimum of five (5) years in a people management role.
• Minimum of three (3) years of prior experience in a related role.
• Typically requires a Bachelors degree or higher from a reputed university in Engineering IT Economics Mathematics Statistics or other related fields in quantitative or analytical discipline (or equivalent combination of education and experience).

• Language Skills: Must be able to communicate effectively in English. Ability to speak effectively before groups of customers or employees of organization.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing walking sitting using hands handle or feel reach with hands and arms climb or balance stoop kneel crouch or crawl talk or hear taste or smell. May be required to lift 0 lbs. to over 20 lbs.
• Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions work near moving parts work in high - precarious places fumes or airborne particles toxic or caustic chemicals outdoor weather conditions extreme heat (non-weather) extreme cold (non-weather) risk of electric shock work with explosives risk of radiation vibration. The noise level in this work environment can range from quiet to very loud.
• Disclaimers: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may at its discretion assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

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.