Hybrid Quality Assurance Analyst 2 – Technical Support

at Dexcom

• Job title: Quality Assurance Analyst 2 – Technical Support
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Cebu, Philippines

About the role

• Quality Assurance Analyst monitoring IT service desk and desktop support processes at Dexcom. Ensuring quality standards and providing insights to improve customer experience while working on special projects.

Responsibilities

• Responsible for monitoring and evaluating IT service desk and desktop support issue resolution processes.
• Responsible for monitoring and evaluating a high volume multi communication channel and multi process tasks to ensure quality standards are met.
• Execute audits ensuring quality and consistency across all Quality Assurance resources.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Provide clear and actionable feedback about the customer experience, and compliance to process and regulations.
• Generate reports, analyze trends and insights from QA data.
• Share recommendations and process improvements that may improve overall customer experience and streamline the process.
• Develop and maintain a vertical knowledge of Dexcom product and service.
• Collaborate for process / workflow updates and improvements with the production and internal support groups.
• Capable of working in special projects and performs other duties as required.

Requirements

• More than 3 years of experience with Quality Assurance in Technical and/or Technology Help/Service Desk.
• Preferred: ITIL Specialist certified.
• Knowledgeable in root-cause analysis and quality tools.
• Excellent attention to details and accuracy.
• Outstanding analytical and structured problem-solving skills.
• High ability to work with and resolve complex issues.
• Strong time management skills and ability to prioritize work.
• Excellent verbal and written communication skills, exceptional interpersonal, and listening skills.
• Ability to work in a team environment, multi-task and manage conflict.
• Ability to work effectively under pressure.
• Strong customer service orientation.

Benefits

• 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.