CX Knowledge Quality and Performance Specialist

Role Overview Logitech is looking for a CX Knowledge Quality and Performance Specialist to join its Customer Experience team in Chennai. In this role, you will act as the primary quality gatekeeper for the company's knowledge base, ensuring every article is accurate, user-friendly, and optimized for self-service success. You will combine editorial expertise with data-driven insights to continuously raise the bar for content quality and customer experience. Key Responsibilities - Review new and existing knowledge base articles for clarity, accuracy, and alignment with brand tone and editorial guidelines - Develop and apply editorial checklists and standards to proactively identify outdated or inconsistent content - Collaborate with Product Managers, subject matter experts, and support agents to fill content gaps and resolve inaccuracies - Perform scheduled and ad-hoc content audits and report on quality trends and improvement areas - Partner with the analytics team to interpret article usage data, customer feedback, and contact deflection metrics - Recommend and implement improvements to article structure, language, length, and discoverability based on performance data - Support SEO efforts by ensuring proper use of keywords, metadata, and internal linking within knowledge articles - Maintain content lifecycle governance processes including archival, version control, updates, and stakeholder notifications - Enforce workflows for content creation, review, publication, and retirement in line with internal standards - Collect feedback from customers and internal teams and use insights to enhance content quality - Work with Support, Product, and IT teams to keep content aligned with the latest product features and policies - Utilize content management and analytics tools such as Zendesk Guide and Google Analytics to manage and improve content processes Required Qualifications - Minimum 2 years of experience in content quality assurance, technical writing, content optimization, or knowledge management, preferably in a customer support environment - Strong analytical ability with experience interpreting content performance metrics and customer usage data - Solid understanding of editorial standards, SEO best practices, and content management systems - Exceptional written and verbal communication skills with the ability to give and receive constructive feedback - Proven ability to collaborate effectively with cross-functional and geographically distributed teams - Highly organized and detail-oriented with a proactive approach to driving content improvements - Deep empathy for self-service users and a passion for simplifying customer journeys - Comfortable adopting new technologies including AI-powered tools - Bachelor's degree in Communications, Technical Writing, Information Science, Business, Marketing, or equivalent practical experience - KCS (Knowledge-Centered Service) certification or experience is a plus but not required Why Join Us Logitech offers a flexible hybrid work environment, a culture built on inclusion and authenticity, and comprehensive benefits designed to support your overall wellbeing. You will be part of a globally recognized brand where your contributions directly improve customer experiences at scale.

- Minimum 2 years in content quality assurance, technical writing, or knowledge management - Experience in a customer support or CX environment preferred - Strong understanding of SEO, editorial standards, and CMS best practices - Proficiency with tools such as Zendesk Guide and Google Analytics - Excellent written and verbal communication skills - Ability to interpret content performance data and translate insights into improvements - Strong collaboration skills across cross-functional and distributed teams - Highly organized, detail-oriented, and proactive - Comfortable using AI tools and adopting new technologies - Bachelor's degree in Communications, Technical Writing, Information Science, Business, Marketing, or equivalent - KCS certification or experience is a plus

- Hybrid and flexible work model - Comprehensive and competitive benefits package - Inclusive and diverse global work culture - Opportunities to work cross-functionally with global teams - Support for physical, financial, emotional, and social wellbeing - Equal opportunity employer with accommodation support for applicants