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Logitech Customer Experience QA Lead, Video and Logitech for Business in Boston, Massachusetts

The Role:

The Technical Support Quality Lead is responsible for developing and executing a comprehensive quality assurance program for the Logitech for Business technical support team. The QA team will work with team supervisors 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.

Your Contribution:

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

  • Work with department leadership to develop and refine our quality assurance program

  • Perform regular quality reviews of phone, email, and chat tickets

  • Identify knowledge gaps and raise them to Supervisor and training team for action

  • Work with team supervisors to deliver coaching points from QA reviews

  • 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 better impact customer experience

  • 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 process/procedures for quality

  • Create and deliver regular QA reports to Supervisors and the training team

  • 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, process, and procedures

  • Interface with BPOs to make sure internal and external QA goals and criteria stay aligned

Key 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

  • 1 year of experience within a leadership role

  • 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

In addition, preferable skills and behaviors include:

  • 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

“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.

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