Description

Position at Logitech

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.

The Team And Role

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 Human Development Specialist, you are an expert in all things growth. This includes Learning & Development, Quality Assurance, and Coaching.

In addition to your primary responsibility of completing Quality Assurance reviews in voice, email, and messaging channels, you will be nimble and continuously contribute to team goals in any of our core pillars.

This function requires flexibility, accuracy, commitment, and clean execution to be successful.

Your Contribution

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role you will:

• Work with Customer Care partner(s), internal support teams, and third-party service suppliers to audit the performance of Customer Care support staff, such as:
  • Knowledge
  • Technical Skills
  • Soft Skills
  • Language Skills
  • NPS failure points
  • Coaching Quality/Alignment with Guidelines
• 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 Human Development workshops to provide feedback surrounding quality, coaching and alignment with relevant guidelines.
• Conduct remote analysis weekly of phone, email and messaging customer contact records to identify areas of opportunity and successes, 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
• Ensure that the Safety Process is being followed

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

Key Qualifications

For consideration, you must bring the following minimum skills and experiences to our team:

• At least three years experience in a Customer Care, Learning & Development and/or QA or similar working environment

Preferred Qualifications

• Bachelor’s Degree in Business, Information Technology or related field, or equivalent experience

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!

This position offers an annual base salary typically between $ 51,400 – $ 103,600, depending on location and experience

In certain circumstances, higher compensation will be considered based on the business need, candidate experience, and skills.

Logitech offers benefits such as Medical Coverage, Dental Coverage, Vision Coverage, Traditional and Roth 401(k) Plans, Flexible Spending Accounts, Employee Share Purchase Plan (ESPP), Basic and Additional Life Insurance, Disability Coverage, Adoption and Surrogacy Assistance, Tuition Reimbursement Plans, Commuter Benefits, Paid Time Off, Paid Holidays, Bereavement Leave, and Paid Parental Leave.

Logitech also offers Wellness Programs, Health Savings Account Plans, access to Expert Medical Opinions, Identity Theft Protection, Breast Milk Delivery to Nursing Mothers on Business Travel, access to a Group Legal Plan, Donations Matching Programs, Employee Product Discounts, and access to Auto, Home, and Pet Insurance.

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 on the basis of disability.

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, you may contact us toll-free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.

About Organization

Welcome to the New Logic of Work.
No matter what that means to you.

Logitech helps all people pursue their passions and is committed to doing so in a way that is good for people and the planet. We design hardware and software solutions that help businesses thrive and bring people together when working, creating, gaming, and streaming. Brands of Logitech include Logitech, Logitech G, ASTRO Gaming, Streamlabs, Blue Microphones, and Ultimate Ears.