Customer Account Support Analyst

DexCom • San Diego, CA

5d • Remote

About The Position

The Customer Account Support Analyst supports the organization in improving quality standards across internal and external collaborators. The role monitors and scores customer interactions, including communications between Dexcom or distributors and patients, to maintain customer excellence standards. It evaluates internal processes, communications, customer issue resolution, and personnel performance, then reviews results and advises on appropriate actions. The analyst also supports quality assurance and customer satisfaction calibration, analytics, training, and reporting.

Requirements

• Typically requires a bachelor’s degree and a minimum of 2–5 years of related experience.
• Previous call-center experience with four or more of the following qualifications: a bachelor’s degree or equivalent experience; at least 6 months of inbound call-center customer-service representative experience; analytical and strong problem-solving skills; ability to assess individual and team performance; strong written and verbal communication skills; excellent interpersonal and time-management skills.
• Demonstrated project-management skills and a successful track record of completing projects.
• Applies professional expertise and company policies and procedures to resolve a variety of issues.
• General application of concepts and principles; contributes to developing new concepts, techniques, and standards.
• Ability to travel 5–15%.

Responsibilities

• Observe recorded or live agent calls and accurately score them against Dexcom-provided standards.
• Determine whether agents follow proper procedures and use efficient and effective practices to provide excellent customer service and support.
• Complete assignments within deadlines and maintain a work schedule that allows flexibility based on business needs.
• Host and facilitate internal, external, or QA-team calibration sessions, and track results and attendance.
• Support the Quality Assurance CSAT calibration process with clients, monitoring services, and operations.
• Provide operations with useful CSAT analytics, methods, and practices.
• Help ensure adequate numbers of skilled analysts to achieve company customer-satisfaction goals.
• Support supervisor teams with representative quality execution and calibration sessions.
• Support new-hire quality training and transition.
• Participate in training on new policies to ensure policies are understood.
• Meet QA Analyst reporting and communication requirements.
• Evaluate internal processes, communications, customer issue resolutions, and personnel performance; review results and advise on appropriate actions.
• Meet individual key performance metrics.

Benefits

• Full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Career development through in-house learning programs and/or qualified tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level