Senior Quality Assurance Analyst
Posted 13 days ago
You'll complete your application on Dexcom's career site.
About the Role
As a Senior Quality Assurance Analyst, you will serve a critical function in optimizing strategies for customer experiences powered by artificial intelligence. You will be part of an agile group dedicated to applying data-driven insights, elevating service standards, and promoting organizational advancement using sophisticated statistical techniques. This position is vital to verifying that the operational and technical structures supporting impactful medical products are accurate, compliant, and efficient. Working where data analytics, AI, and customer service converge, you will foster a culture of ongoing progress and innovation. This role provides a platform for offering expertise on conversational intelligence while collaborating with departments such as IT, operations, and knowledge management to help the business uphold elite standards and refine the support experience for patients.
Requirements
- You need a Bachelor’s degree and 5 to 8 years of professional background, with a minimum of 2 years in AI, analytics, or automation of customer experiences.
- You must have 3+ years of experience in quality assurance within a technical or medical setting.
- You are required to be proficient in data visualization, statistical analysis, and managing large datasets of speech samples.
- You should have practical experience using machine learning and AI principles for predictive modeling, conversational AI, and natural language processing.
- It is highly preferred that you possess technical skills including Boolean operators, database query languages, and programming in R or Python.
- You must display high levels of attention to detail, strong problem-solving abilities, and the capacity to share insights clearly with various stakeholders in a collaborative, rapid-growth setting.
Responsibilities
- You will develop and oversee AI phrase libraries and categories to increase the accuracy of system-generated insights.
- You will convert intricate trends, such as policy violations or escalations, into practical advice that yields observable results.
- You will synchronize AI findings with quality assessments to confirm links to compliance results, CSAT, and NPS.
- You will collaborate with supervisors to generate coaching opportunities and pinpoint missing information to enhance the accessibility of the knowledge base.
- You will produce routine reports using Tableau and Excel to showcase trends and prompt operational adjustments.
- You will oversee the health of system data ingestion and conduct A/B tests to improve model precision.
- You will present comprehensive briefings based on SWOT and root-cause evaluations to support organizational evolution.
Benefits & Perks
- You will receive an extensive benefits package and access to global professional advancement, including internal training and tuition assistance for qualified education.
- You will join an innovative leader in the industry that offers exposure to transformative medical technology and maintains a strong dedication to its community, customers, and staff.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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