CX Knowledge & QA Specialist
The position as CX Knowledge & QA Specialist will be responsible for providing support to two focus areas:
Quality Assurance (QA):
Work with Customer Care partner(s), internal support teams and third-party service suppliers to audit performance of Customer Care support staff, such as:
NPS failure points
Effectiveness in converting Detractors to Promoters
Ensure that internal processes are aligned with global Quality guidelines
Ensure that processes are audited, effective and documented
Identify & document new procedures and update existing procedures
Participate in design/modification of call monitoring form and quality guidelines
Participate in all calibration sessions with vendor partner(s) to identify customer needs, expectations and gaps in our processes.
Conduct remote monitoring weekly of phone, email and forum contacts and identify areas of opportunity and successes, auditing, tracking process improvements and helping with resolving issues
Provide actionable data to various internal groups as needed
Help identify training needs and address these
Work as analyst in reviewing, documenting and managing corrective actions and root cause investigations, including NPS, quality analysis with trending reports to be provided to management on a weekly, monthly, quarterly and year end basis
Conduct and help in the documentation process for regular audits, quality calibrations, checks and certifications for the various consumer touch-points (voice, e-mail, forums, website, FAQs, etc…)
Promote NPS measurements, actions and success into everybody’s mind.
Work with multiple touch points within the Customer Care Operations team and Vendor Partners to drive and implement strategies to improve the customer experience
Review quality reports and drive actions to improve quality
Safety Job Responsibilities:
Ensure that the Safety Process is being followed.
Collaborate with the Safety Committee to ensure that any and all safety issues are reported on and escalated when needed/required.
Identify and verify product defects/concerns and escalate according to defined procedures received for further investigation to completion.
Direct the collection and preparation of safety samples as requested by the Safety Committee team.
Help update and maintain the Safety tracker.
Attend, when required, meetings with QA and/or Safety Committee to help review reported global safety issues.
Analyze product safety complaints and communicate it to the Product Specialist Team.
In addition to the main two focus areas, there will be also be some general areas/responsibilities:
Assist and participate actively in ad-hoc projects.
Provide operational support as needed
Travel, as much as 30%.
Bachelor's Degree in Business, Information Technology or related field, or equivalent experience
At least three years experience in a Customer Care, Learning & Development and/or QA or similar working environment
Ability to drive project to completion within deadlines
Ability to follow proper protocol
Ability to work independently
Advanced knowledge of Google Suite (Google Sheets, Docs, Slides, Forms)
An advocate of continuous improvement and recognizes process improvement opportunities
A positive attitude with a strong aptitude to learn and work with a proactive stance, rather than reactive
Attention to detail, ability to work in a rapidly changing environment with changing priorities and be focused, motivated and enthusiastic.
Commitment to delivering the best support experience and able to value every single customer, and willing to go the extra step
Experience and knowledge of consumer electronics and computer peripheral products
Fluent verbal and written English communication skills and an additional European, Asian or Latin American language required.
Highly dependable team player, who possesses a strong work ethic and high level of personal accountability
Ability to proactively communicate and align with your immediate team
In-depth knowledge of complex, technology-driven Customer Care environments
Proficient software and hardware computer knowledge
Think analytically, creatively and quickly when problem solving
Small Company. Big Products.
Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.
“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.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at + 1-510-713-4866 for assistance.