# Quality & Development Coaching Specialist

**Company**: Logitech
**Location**: Guadalajara, Jalisco
**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---Development-Specialist_148576-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f927cc15-f3e

## Description

As a Quality & Development Coaching Specialist at Logitech, you will be an advocate for developing people and elevating the customer experience through impactful coaching and mentorship.

Your primary responsibility will be to deliver personalized coaching sessions and create action plans based on QA insights, CX goals, and partner needs.

**Deliver Exceptional Coaching Support**

- Conduct coaching QA (CQA) evaluations utilizing AI-based tools to identify growth opportunities for partner agents and leaders.

- Conduct audits of bot evaluations to assess accuracy of bot output.

- Provide coaching support to partner and internal team leadership to strengthen coaching capabilities across teams.

- Collaborate with leaders to support creation of SMART action plans and coaching to the CX behavioral coaching model.

- Promote coaching excellence by demonstrating effective coaching practices for partner leaders.

- Facilitate and participate in calibrations and workshops that enhance coaching efficacy and alignment across partner and internal teams.

- Collaborate with QA teams to ensure coaching action plans are derived from actionable insights and accurately address performance gaps.

**Mentorship & Development**

- Participate in mentorship efforts to guide skill-building initiatives across CX teams, contributing to their professional development.

- Provide feedback on coaching frameworks to ensure they are relevant and impactful.

**Continuous Improvement**

- Conduct audits on the output of AI tools to ensure accuracy in the results related to coaching QA and coaching insights.

- Conduct RCA analysis on various data sets to identify and share actionable insights with relevant stakeholders in CX.

- Share insights and recommendations with the training team to address trends identified during coaching sessions.

- Participate in Coaching calibration sessions to identify program needs and gaps in coaching processes.

- Partner with CX leadership to ensure coaching goals align with broader CX objectives, including NPS and CSAT improvement.

- Collaborate with the Professional Development team to contribute to mentorship programs and skill enhancement workshops, including Coaching certifications.

**Additional Contributions**

- Conduct ad-hoc coaching support based on priority needs.

- Actively assist with team-building efforts and recognition programs as they relate to coaching contributions.

**Qualifications:**

- Bachelor's Degree in Business, Information Technology, Communications, or related field, or equivalent experience.

- At least three years of experience in a Customer Care, Learning & Development, or similar working environment.

## Skills

### Required
- Coaching
- Mentorship
- Customer Experience
- QA Insights
- AI Tools

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Source: [Apply at logitech.wd5.myworkdayjobs.com](https://logitech.wd5.myworkdayjobs.com/en-US/Logitech/job/Offsite---Mexico/CX-Quality---Development-Specialist_148576-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)