CX Quality & Development Specialist

Job title: CX Quality & Development 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.

Location: Guadalajara jalisco

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.

Job Summary

As a Quality & Development Coaching Specialist, you are an advocate for developing people and elevating the customer experience through impactful coaching and mentorship. Your primary responsibility is to deliver personalized coaching sessions and create action plans based on QA insights, CX goals and partner needs. Operating within the Coaching & Mentorship pillar, you ensure that agents and CX partner leaders alike are empowered to maximize their skills and capabilities.

This role requires strong interpersonal skills, adaptability, and a people-focused approach to foster agent growth and champion coaching excellence.

Your Contributions:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech.

Deliver Exceptional Coaching Support:

• Conduct coaching QA evaluations utilizing AI based tools to identify growth opportunities for partner agents and leaders.
• Conduct audit of the 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 & 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 our 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 experience in a Customer Care, Learning & Development or similar working environment.

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

• 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.

• 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, contact support for assistance and we will get back to you as soon as possible.