CX Quality Specialist

Logitech; Región Centro; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Logitech is seeking a Quality & Development QA Specialist to support the CX team as the go-to expert for 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 CX satisfaction.

You will review CX interactions, collaborate in QA calibration, and help refine QA frameworks and certifications across internal and partner teams.

Formación

• 2+ years working in a CX QA environment with contact center experience.
• Excellent communication skills in English, with strong spelling and grammar.
• Excellent computer literacy and typing skills.
• Experience using Zendesk or other customer relationship management platforms.
• Strong service mindset with problem resolution and multitasking skills.
• 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.

Responsabilidades

• Conduct Quality Evaluations across voice, email and messaging channels to track agent performance.
• Perform “Audit the Auditor” evaluations to promote checks and balances within the partner Quality network.
• Conduct QA evaluations for AI tools (Phone bot, Chatbot, AI Assist tools) providing actionable insights to optimize tool performance.
• Assess CX tools (e.g., Talkdesk QM, Zendesk, LMS) to identify opportunities for driving efficiency for internal and partner teams.
• Collaborate in QA calibration sessions to identify customer needs, expectations, and gaps.
• Ensure teamwide compliance with Safety, Privacy, and Legal processes.
• Assist Senior QA Specialist in data analysis and compile QA trends into regular reports.
• Track core KPIs and write root cause analyses with corrective action recommendations.
• Refine QA frameworks and participate in QA certifications and quality workflows.

Conocimientos

CX QA

English

Multitasking

Team player

Herramientas

Zendesk

Descripción del empleo

Logitech is the place for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

Job Title

Quality & Development QA Specialist

Overview

The CX team at Logitech supports an evolving engagement model with customers as we transform into a multi‑category, multi‑brand company. We put customers first and strive to exceed expectations through a LEAN approach. This role is the go‑to expert for evaluating and enhancing customer experience (CX) quality across all channels—including voice, email, messaging and AI channels—driving actionable insights to improve agent performance, processes, tools and overall customer satisfaction.

Responsibilities

• 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.
  • Conduct QA evaluations for AI tools (Phone bot, Chatbot, AI Assist tools) providing actionable insights to optimize tool performance.
  • 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.
  • Conduct internal process audits to ensure workflows are effective, documented and aligned with Logitech guidelines.
• Insights & Reporting:
  • Assist Senior QA Specialist in data analysis and compile QA trends from evaluations and NPS analysis into regular reports.
  • Track 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.
  • Support and co‑develop QA certifications and quality workflows to enhance consistency across CX and partner teams.
  • Collaborate with cross‑functional teams on AI‑driven QA enhancements.
• Additional Contributions:
  • Participate in mentorship efforts to guide skill‑building initiatives across CX teams.
  • Engage in ad‑hoc CX projects as needed.
  • Provide CX operational support when required.

Key Qualifications

• 2+ years working in a CX QA environment with contact center experience.
• Excellent communication skills in English, with strong spelling and grammar.
• Excellent computer literacy and typing skills.
• Experience using Zendesk or other customer relationship management platforms.
• Strong service mindset with problem resolution and multitasking skills.
• 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.

Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. If you require an accommodation to complete any part of the application process, please contact us at [phone].