Back
Customer Service Quality Strategist
Full-time
DigiCert is a global leader in digital trust, securing the digital world through its AI-powered DigiCert ONE platform.
Job Summary
The Customer Service Quality Strategist is a technical individual contributor within the Customer Service Enablement organization, responsible for improving frontline performance through quality assurance, operational insights, systems optimization, and technology enablement. This role serves as the intersection between frontline teams, quality programs, and customer service technology. As the first role of its kind within Enablement, this individual will act as both a quality leader and a technical advisor.
Key Responsibilities
Quality Strategy & Program Development: Design, implement, and continuously improve the Customer Service Quality Assurance program leveraging AI, maintaining frameworks, scorecards, calibration standards, and governance processes.
Frontline Performance Improvement: Analyze customer interactions across channels to identify coaching opportunities and systemic issues, and partner with frontline leaders to improve quality outcomes.
Systems & Tools Optimization: Act as a frontline advocate for customer service systems, identify gaps in tooling, automation, and workflows, and participate in testing, validation, and adoption of new systems.
Insights & Reporting: Develop dashboards and reporting frameworks providing visibility into quality performance, trends, and business impact, and present findings to leadership.
Cross-Functional Partnership: Collaborate with Customer Service Leadership, Training, Knowledge Management, Workforce Management, GTM Operations, and Product teams.
