CX Quality Specialist

About the role

Logitech is seeking a CX Quality Specialist to join its Customer Experience (CX) Quality & Development team. In this role you will evaluate and improve the quality of customer interactions across voice, email, messaging and AI channels, ensuring that Logitech delivers an exceptional experience to its global user base.

Key responsibilities

• Conduct quality evaluations of CX interactions, assessing knowledge, technical and soft skills, language proficiency, and NPS failure points.
• Perform “Audit the Auditor” reviews to maintain checks and balances within the partner quality network.
• Evaluate AI tools such as phone bots, chatbots and AI Assist, providing actionable insights for optimization.
• Analyze performance metrics (NPS, CSAT, FCR) to identify strategic improvement opportunities.
• Collaborate with support teams to develop frameworks, processes and tools that drive continuous improvement.

Required profile

• Strong analytical mindset with a data‑driven approach to quality assessment.
• Excellent attention to detail and ability to work independently.
• Passion for customer advocacy and continuous improvement.
• Experience working in a multi‑channel CX environment, preferably within a global organization.

Required skills

• Familiarity with quality assurance methodologies and metrics (NPS, CSAT, FCR).
• Understanding of AI‑driven CX tools (chatbots, voice bots).
• Ability to assess and improve agent performance across voice, email and messaging channels.

What we offer

• Opportunity to influence CX strategy at a leading technology company.
• Collaborative, transparent, and high‑energy global team.
• Flexibility to work in a way that aligns with personal productivity preferences.