Customer Service Quality Strategist

About this role

<div class="content-intro"><p style="line-height: 1.4;"><span style="color: rgb(0, 0, 0); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Who we are</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at <a href="http://www.digicert.com/">www.digicert.com</a></span></p></div><p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job summary</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This role serves as the intersection between frontline teams, quality programs, and customer service technology. The Customer Service Quality Strategist will establish and mature the quality function while leveraging technical expertise and AI to identify opportunities for process improvement, automation, workflow optimization, and enhanced tooling experiences.</span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">As the first role of its kind within Enablement, this individual will act as both a quality leader and a technical advisor, ensuring that customer service systems, tools, and processes support exceptional customer experiences and frontline effectiveness.</span></p> <p style="line-height: 1.4;"> </p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What you will do</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Key responsibilities</strong></span></p> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Quality Strategy & Program Development</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Design, implement, and continuously improve the Customer Service Quality Assurance program leveraging AI.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Maintain and evolve quality frameworks, evaluation methodologies, scorecards, calibration standards, and governance processes.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Establish measurable quality standards that align to business objectives and customer outcomes.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive consistency in quality evaluations across teams and regions.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Translate quality insights into strategic recommendations and operational improvements.</span></li> </ul> <p style="line-height: 1.4;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Frontline Performance Improvement</span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Analyze customer interactions across channels to identify coaching opportunities and systemic issues.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner with frontline leaders to improve quality outcomes through targeted recommendations.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Translate quality findings into actionable development opportunities for agents and teams.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial,…