Logitech is the place for people who want their actions to have a positive integral impact while having the flexibility to do it in their own way.
Job Title
Quality & Development QA Specialist
Overview
The CX team at Logitech supports an evolving engagement model with customers as we transform into a multi‑category, multi‑brand company. We put customers first and strive to exceed expectations through a LEAN approach. This role is the go‑to expert for evaluating and enhancing customer experience (CX) quality across all channels—including voice, email, messaging and AI channels—driving actionable insights to improve agent performance, processes, tools and overall customer satisfaction.
Responsibilities
- Conduct Quality Evaluations:
- Review and evaluate CX interactions from voice, email and messaging channels to track agent performance in Knowledge, Technical Skills, Soft Skills, Language Skills, and NPS failure points.
- Perform “Audit the Auditor” evaluations to promote checks and balances within the partner Quality network.
- Conduct QA evaluations for AI tools (Phone bot, Chatbot, AI Assist tools) providing actionable insights to optimize tool performance.
- 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.
- Conduct internal process audits to ensure workflows are effective, documented and aligned with Logitech guidelines.
- Insights & Reporting:
- Assist Senior QA Specialist in data analysis and compile QA trends from evaluations and NPS analysis into regular reports.
- Track 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 re