CX Quality Specialist

Job title: CX Quality Specialist

About the Role The CX Quality Specialist is a key member of Logitech’s Quality & Development team focused on evaluating and enhancing customer experience quality across voice, email, messaging, and AI channels. You will drive actionable insights to improve agent performance, processes, tools, and overall customer satisfaction while ensuring compliance with Logitech’s global guidelines.

What You'll Do

• 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.

What We're Looking For

• 2+ years of experience in a CX QA environment with contact center experience.
• Excellent written and verbal English communication; strong spelling and grammar.
• Strong computer literacy and typing skills.
• Experience with Zendesk or similar CRM platforms.
• Service-oriented with strong problem-resolution and multitasking abilities.
• Basic understanding of computer systems and PC/Console gaming peripherals.
• Strong team player with integrity, trust, and respect.
• Excellent interpersonal skills and responsiveness to customer and business requests.
• Ability to thrive in a fast-paced environment.
• Self-motivated with a positive attitude during peak periods.