Sr Quality Assurance Analyst

Meet the team: Are you driven by exceptional customer experience and continuous improvement? Do you love turning conversation data into insights that move the needle on quality, efficiency, and compliance? Are you a proactive learner who thrives in a fast‑moving, collaborative environment? If so, the GBS Conversation Analytics Center of Expertise could be the ideal fit for you. We’re a high‑impact group of analysts who use AI speech and text analytics to elevate how we serve our customers across channels. As a Senior Quality Assurance Analyst, you’ll transform interactions into actionable insights, powering better coaching, smarter processes, and measurable outcomes that align with Dexcom’s mission. Where you come in: * Build and maintain AI categories, score components, and phrase libraries; continuously tune to improve precision/recall and insight relevance. * Translate patterns (drivers of dissatisfaction, repeat contacts, escalations, silence, dead air, policy breaches) into clear recommendations with expected impact and owners. * Align AI outputs to QA scorecards; validate that analytics trends correlate with FCR, CSAT/NPS, SLA, reopen rates, and compliance outcomes. * Partner with QA and Team Leads to create coachable moments, targeted huddles, and job aids; measure before/after effect through controlled sampling. * Identify knowledge gaps and content opportunities; collaborate with KCS/KB owners to improve findability, reuse, and deflection. * Build weekly/monthly reporting (e.g., Excel/Tableau) with concise narratives, trend highlights, and prioritized actions. * Monitor ingestion health, metadata mappings, redaction/masking rules for PHI/PII, user access, and version control of analytic assets. * Work closely with operations and IT to operationalize fixes (process, policy, knowledge, training, or automation). * Run experiments (A/B where practical), document outcomes, and iterate to improve category accuracy and downstream performance. * Compile observation reports and deliver briefings utilizing deep dive, root cause, SWOT, regression, and AI-enhanced statistical methodologies. * Drive customer value by delivering quantifiable results and recommending AI-informed organizational change initiatives. * Provide thought leadership on AI-powered use cases and emerging trends in conversational intelligence * You can work in special projects and perform other duties as required. What makes you successful: * You have at least 2 years of experience equivalent work experience in analytics, AI, or CX automation. (Required) * You have more than 3 years of experience with Quality Assurance in Technical and/or Medical background. * You are competent in statistical analysis methods and data visualization techniques to analyze large datasets of speech samples. * You have hands-on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts. * You are familiar with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement. * You have knowledge of syntax, Boolean operators, and database query languages; experience optimizing search and categorization through ML techniques. * You are familiar with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus. * You have knowledge of ethical AI, bias detection, and governance in automated decision-making. * You have strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives. * You are detail-oriented and fluent in iterative model training, analysis, and testing processes. * You can critically analyze speech data, identify patterns, and draw meaningful conclusions from the observations made. * You are knowledgeable in root-cause analysis and quality tools. * You have...