[Hiring] Technical Support Quality Assurance Lead @113 LCI - Logitech Canada Inc.
Mar 27, 2025 - 113 LCI - Logitech Canada Inc. is hiring a remote Technical Support Quality Assurance Lead. 💸 Salary: unspecified. 📍Location: Canada.
Role Description
Logitech seeks a dedicated and results-oriented Technical Support Quality Assurance Lead to join our team. This multifaceted role ensures that our Logitech for Business customers receive exceptional technical support. The successful candidate will evaluate customer interactions and collaborate with cross-functional teams to identify improvement areas for individual agents, new-hire training, and internal resources. By providing valuable insights and direct coaching, the role aims to enhance customer satisfaction, operational efficiency, and the overall quality of support we provide.
- Work with internal teams to continue to refine our quality assurance program
- Perform regular quality evaluations of phone, email, and chat tickets
- Identify knowledge gaps and raise them to the relevant cross-functional teams for action
- Work with team managers to deliver coaching points from QA reviews
- Proactively flag potential at-risk quality issues to the relevant teams
- 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)
- Provide suggestions on advanced training programs to enhance agent technical/soft skills
- Provide feedback on operational processes/procedures for improved back and front-end experience
- Create and deliver regular QA reports to leadership and the training team
- Align QA priorities with 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 the product roadmap, sustaining products, processes, and procedures
- Interface with partners to make sure internal and external quality goals and criteria stay aligned
Qualifications
- Significant experience in technical support roles
- Proven experience in a QA role for technical support
- Strong experience in a leadership role
- Experience working with video conferencing technologies
- Experience working with AV technologies
- Experience coaching individuals/teams
- Experience working with Zendesk or a similar ticketing system
Requirements
- 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)
- Corporate maturity and the inherent ability to collaborate with others
- Bias for Action
Education
- 4-year degree or equivalent industry experience
Benefits
We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families.
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| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Mar 27, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
