# CX Quality Specialist

**Company**: Logitech
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q223127

**Apply**: https://logitech.wd5.myworkdayjobs.com/en-US/Logitech/job/Offsite---Mexico/CX-Quality-Specialist_147165?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_66fbe484-a35

## Description

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.

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.

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.

**Your Contributions:**

- 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.

**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.

## Skills

### Required
- Zendesk
- customer relationship management
- problem resolution
- multitasking
- communication skills
- computer literacy
- typing skills

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Source: [Apply at logitech.wd5.myworkdayjobs.com](https://logitech.wd5.myworkdayjobs.com/en-US/Logitech/job/Offsite---Mexico/CX-Quality-Specialist_147165?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)