Graduates Vacancy at Logitech

Overview:

Logitech is hiring an experienced CX QA Lead Logitech for Business at their Chennai location. The Technical Support Quality Lead is responsible for assisting in developing a comprehensive quality assurance program for the Logitech for Business technical support team. The QA team will work with team supervisors, SMEs, and the training team to identify areas of improvement for individual agents, new-hire training, and our internal resources, working together to improve the quality of support we provide our customers.

The complete details of this job are as follows:

Roles and Responsibilities:

• Perform regular quality reviews of phone, email, and chat tickets
• Proactively flag potential at-risk quality issues to the attention of Supervisors
• Regularly audit and provide details of quality and balance/volume of customer support
• Provide suggestions on internal tools to impact customer experience better
• Review resources and content (IKB, training docs, process/procedures) to ensure alignment with QA
• Provide suggestions on advanced training programs to enhance agent technical/soft skills
• Provide feedback on operational processes/procedures for quality
• Align QA priorities with the customer base and department objectives
• Formulate an internal situational training program to address trending behaviors (soft skills/technical/process-related)
• Remain up to date on VC roadmap, products, processes, and procedures

Qualifications:

• For consideration, you must bring the following minimum skills and behaviors to our team:
• 3-5 years of experience in technical support roles
• 2 years of experience in a QA role for technical support
• Experience working with video conferencing technologies
• Experience working with AV technologies
• Experience working with IT professionals
• Experience working with Zendesk or a similar ticketing system
• Advanced knowledge of Microsoft Teams configuration and troubleshooting
• Advanced knowledge of Windows and Mac operating systems
• Advanced knowledge of video conferencing hardware and software
• Fluent in more than one language (English fluency required)
• Education: 4-year degree or equivalent experience

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