Cx - Quality & Development, Quality Specialist

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

**About CX**:
The CX team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company. We put customers first. With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement by leveraging a LEAN approach. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations.

**Job Summary**:
This role requires flexibility, attention to detail, and commitment to delivering meaningful, measurable quality enhancements.

**Your Contributions**:
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech.

**Conduct Quality Evaluations**:

- Perform “Audit the Auditor” evaluations to promote checks and balances within the partner Quality network.
- Perform QA evaluations for AI tools (Phone bot, Chatbot, AI Assist tools), providing actionable insights to optimize the performance of our tools for an amazing customer experience.
- Assess CX tools (e.g., Talkdesk QM, Zendesk, LMS) to identify opportunities for driving efficiency for internal and partner teams.

**Collaborate for Process Excellence**:

- Participate in QA calibration sessions to identify customer needs, expectations, and gaps.
- Ensure teamwide compliance with Safety, Privacy, and Legal processes through your ongoing evaluation work.
- Conduct internal process audits to ensure workflows are effective, documented and aligned with Logitech guidelines.

**Insights & Reporting**:

- Assist Senior QA Specialist in data analysis, compile QA trends from evaluations and NPS analysis into regular reports to share with CX leadership and QA stakeholders.
- Assist Senior QA Specialist in analyzing and tracking core KPIs to ensure alignment with CX strategic objectives and identify improvement opportunities.
- Write and present root cause analyses with corrective action recommendations.
- Review quality reports and recommend actions to drive measurable CX improvements.

**Contribute to QA Innovation**:

- Help refine QA frameworks, monitoring forms, and overall evaluation guidelines as needed.
- Support and co-develop QA certifications and quality workflows to enhance consistency across CX and partner teams.
- Collaborate with cross-functional teams to provide insights on AI-driven QA enhancements.

**Additional Contributions**:

- Participate in mentorship efforts to guide skill-building initiatives across CX teams, contributing to their professional development in partnership with the Q&D Professional Development coordinator.
- Participate actively in ad-hoc CX projects as needed.
- Provide CX operational support when required.
- **What is the north star for this role? Pitch this role in one line.**
- **Be a champion of CX quality to create amazing customer and agent experiences, ensuring every touchpoint and tool exceeds expectations.**

**Qualifications**:

- **2+ years of CX QA experience: Verified through prior contact center experience and successful QA projects.**
- **Proficiency in Zendesk or similar CRM platforms. G-suite**
- **Exceptional communication skills: Evaluated through interviews, writing samples and QA documentation capabilities.**
- **Service mindset with strong problem resolution skills: Measured through situational assessments and problem-solving tasks**
- **Trainable Areas: Familiarity with Logitech-specific tools, QA certification frameworks, and process-specific workflows (e.g. Talkdesk QM).**
- **Department / Team Information**

**How does this role contribute to the core business objectives of the department?**
- **Supports CX Quality & Development goals by enhancing agent performance and driving CX improvements (process, tools, workflows) through actionable insights.**
- **Developmental Areas: Advanced reporting and data analysis techniques, AI-driven QA processes.**

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

“All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

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Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs ar