Staff Quality Assurance Analyst

Staff Quality Assurance Analyst

Dexcom

Vilnius, Lithuania

Meet the team:

We're expanding our team looking for new talent. As part of Technical Support department our team plays a pivotal role in providing support and insights to front-line teams. Collaborating closely with them, we provide invaluable support, helping shape discussions and strategies. If you're passionate about leveraging data to influence business outcomes and thrive in a collaborative environment, we want you on our team.

You will have responsibilities to:

• Analyze large volumes of call data using dedicated analytics tools.
• Develop reports to visualize large amounts of data for KPIs monitoring.
• Identify patterns, trends, correlations and root causes impacting customer experience.
• Partner with Technical Support and Quality teams to recommend data-backed process improvements.
• Ensure data integrity and compliance with privacy and security standards.
• Present findings to stakeholders in clear, actionable formats.
• Take part in local and global strategic projects
• Stay updated with the latest data analysis tools, techniques, and trends to drive ongoing improvements in effectiveness and efficiency.

What makes you successful:

• Expert-level proficiency in MS Excel.
• 2+ years of experience in successfully building and working with a speech analytics tool.
• Strong analytical skills to understand business requirements, analyze data, identify trends and patterns, and translate them into actionable insights.
• Ability to design effective and visually appealing reports that communicate complex data insights clearly and effectively to diverse groups of stakeholders.
• Technical support environment and/or contact center experience desired.
• Fluency in English, both written and oral communication is a must.
• Strong time management skills and ability to prioritize work.
• Ability to work independently and coordinate activities of other team members
• Independent decision making.
• Proven capability to handle challenging situations, a positive attitude with passion and drive.
• Fluency in German would be great advantage.

Experience And Education Requirements:

• Typically requires a Bachelor’s degree and a minimum of 8-12 years of related experience.
• At this level a graduate degree may be desirable with 4 years of related experience.