CX 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.

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.

The Team and Role:

The Quality & Development team is the strategic heart of Logitech’s Customer Experience organization. We are a high-energy, global group of experts dedicated to a single mission: Amazing Customer Experiences. Our team dynamic is built on collaboration, transparency, and a drive for continuous improvement. We don’t just measure quality; we build many of the frameworks that empower our support teams to thrive and our customers to win.

As a Quality & Development QA Specialist, you are the go-to expert for evaluating and enhancing customer experience (CX) quality. Your primary responsibility is to conduct Quality Assurance (QA) evaluations across all channels including voice, email, messaging and AI channels. In your work, you will be driving actionable insights to improve our agent performance, processes, tools and overall customer satisfaction. The role requires a focus on data-driven results, specifically analyzing metrics like NPS, CSAT, FCR to uncover strategic opportunities for CX improvement. Operating within the Quality & Development team’s QA pillar, you play a vital role in driving accuracy, customization and efficiency as well as innovation within CX touchpoints while ensuring compliance and alignment with Logitech’s global guidelines.

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. Share our passion for Equality and the Environment. These are the behaviors you’ll need for success at Logitech. In this role you will:

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.
• 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.

Key Qualifications:

• 2+ years working in a CX QA environment with contact center experience.
• Excellent communication skills in English, proficiency in spelling and grammar.
• Excellent computer literacy and typing skills.
• Experience using Zendesk or other customer relationship management platforms.
• Strong service mindset with skills in problem resolution, and multitasking.
• Basic understanding of computer systems and PC/Console Gaming peripherals.
• Strong team player who operates with high levels of integrity, trust, and respect.
• Excellent interpersonal skills and responsiveness to customer and business requests.
• Ability to thrive in a fast-paced environment.
• Self-motivated and able to handle peak periods with positivity.

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 are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.  

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you! 

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

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

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible .

#LI-AL1 

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 are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

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

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.