Description
As a CX Knowledge Quality & Performance Specialist at Logitech, you will serve as the key quality gatekeeper for both new and existing knowledge base content. Your primary responsibility will be to ensure each article is accurate, consistent, user-focused, and optimized for maximum impact.
You will conduct in-depth reviews of new and existing knowledge base articles to ensure clarity, accuracy, and alignment with brand tone and guidelines. This includes establishing editorial standards and checklists, applying them for content review, and proactively identifying inconsistencies or outdated information.
You will also partner with Product Managers, CX Product Deployment team, subject matter experts, and support agents to obtain missing details or clarifications. Additionally, you will perform scheduled and ad-hoc audits of key content areas, reporting on quality trends and improvement opportunities.
In terms of content performance enhancement, you will collaborate with the analytics team to interpret data on article usage, feedback, and contact deflection. You will use findings to recommend and implement improvements to article structure, length, language, and discoverability.
Furthermore, you will support ongoing SEO efforts by ensuring proper use of keywords, metadata, and linking strategies within content. You will assess article performance post-optimization, tracking improvements in customer engagement, search visibility, and issue resolution rates.
In the area of knowledge governance and continuous improvement, you will maintain and improve content lifecycle governance processes,archival, updates, version control, and stakeholder notifications. You will help enforce workflows for content creation, review, publication, and retirement, ensuring compliance with internal standards.
You will collect and analyze feedback from customers and internal teams; use those insights to directly enhance content quality and performance. You will promote best practices and serve as a champion for quality standards within the broader CX Knowledge team.
Additionally, you will work closely with Support, Product, and IT teams to ensure content accurately reflects latest product features, policies, and customer pain points. You will assist in managing communications for major content updates, migrations, or knowledge base changes.
Finally, you will participate in projects to streamline customer journeys and optimize knowledge base structure and navigation. You will utilize content management and analytics tools (e.g., Zendesk Guide, Google Analytics) to manage, measure, and improve content processes.
You will stay updated on platform developments and recommend enhancements to editorial or analytical workflows.