• 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.

• 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. • Shares 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 perform other duties as required.

• Lead the end-to-end quality strategy for Infinia • Define the Infinia-wide quality engineering architecture • Lead the design and implementation of modular and scalable automation frameworks • Build comprehensive test plans that validate performance, workload behavior, concurrency, and cross-platform reliability • Partner with architects, developers, DevOps, and customer engineering to integrate quality into early-stage system and feature design

• Develop and execute comprehensive test plans, test cases, and test automation for fintech applications • Conduct functional, regression, integration, and user acceptance testing • Test automation (Kotlin/Cucumber, .NET/Specflow) • Design and develop automated tests for new functionality • Close collaboration within the product team: developers, peer QAs, analysts, product owners, designers, business stakeholders • Report testing status • Release management