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 that all self-help content is accurate, customer-focused, and optimized for discoverability. You will work cross-functionally with support, product, and analytics teams to raise the bar on self-service experiences and reduce customer effort. Key Responsibilities - Review new and existing knowledge base articles for clarity, accuracy, and alignment with brand tone and editorial guidelines - Establish and apply editorial standards and checklists to identify inconsistencies, outdated content, or gaps in coverage - Partner with Product Managers, subject matter experts, and support agents to fill in missing information and validate technical accuracy - Conduct scheduled and ad-hoc content audits and report on quality trends and improvement opportunities - Collaborate with the analytics team to interpret article usage data, customer feedback, and contact deflection metrics - Recommend and implement improvements to article structure, length, language, and overall discoverability - Support SEO efforts by ensuring correct use of keywords, metadata, and internal linking strategies within content - Maintain content lifecycle governance processes including archival, versioning, updates, and stakeholder notifications - Collect and analyze feedback from customers and internal teams to drive continuous content improvements - 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 measure content performance 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 to interpret content performance metrics and customer usage data for data-driven decision-making - Solid understanding of editorial standards, SEO best practices, and content management system workflows - 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 genuine passion for simplifying the customer journey - Comfortable adopting and navigating new technologies including AI-powered tools - Bachelor's degree in Communications, Technical Writing, Information Science, Business, Marketing, or equivalent work experience - Certification or experience with KCS (Knowledge-Centered Service) is a plus but not required Why Join Us At Logitech, you will be part of a globally diverse, inclusive team that values authenticity, collaboration, and continuous learning. The company offers a flexible hybrid work model, comprehensive benefits, and a culture that genuinely invests in the physical, financial, and emotional wellbeing of its employees.

- Minimum 2 years in content quality assurance, technical writing, or knowledge management - Experience in a customer support or CX environment preferred - Strong SEO and editorial standards knowledge - Proficiency with CMS tools such as Zendesk Guide - Experience with analytics tools such as Google Analytics - Excellent written and verbal communication skills - Strong cross-functional collaboration and stakeholder management skills - Detail-oriented with a proactive and organized work style - Comfortable working with AI tools and emerging technologies - Bachelor's degree in Communications, Technical Writing, Information Science, Business, or Marketing - KCS certification or experience is a plus

- Hybrid work model with flexibility - Comprehensive and competitive benefits package - Inclusive and diverse global work culture - Opportunities for continuous learning and professional growth - Supportive environment focused on physical, financial, and emotional wellbeing