Job Description

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. 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.

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.

What you will do

Key responsibilities

Quality Strategy & Program Development

• Design, implement, and continuously improve the Customer Service Quality Assurance program leveraging AI.
• Maintain and evolve quality frameworks, evaluation methodologies, scorecards, calibration standards, and governance processes.
• Establish measurable quality standards that align to business objectives and customer outcomes.
• Drive consistency in quality evaluations across teams and regions.
• Translate quality insights into strategic recommendations and operational improvements.

Frontline Performance Improvement

• Analyze customer interactions across channels to identify coaching opportunities and systemic issues.
• Partner with frontline leaders to improve quality outcomes through targeted recommendations.
• Translate quality findings into actionable development opportunities for agents and teams.
• Support continuous improvement initiatives that improve customer experience and operational effectiveness.

Systems & Tools Optimization

• Act as a frontline advocate for customer service systems, tools, workflows, and processes.
• Identify gaps in tooling, automation, workflows, and knowledge resources impacting quality or efficiency.
• Partner with Enablement, Operations, Product, and Technology teams to recommend enhancements aligned to frontline needs.
• Participate in testing, validation, and adoption of new systems, tools, and processes.
• Ensure quality considerations are incorporated into service workflows and operational processes.

Insights & Reporting

• Develop dashboards and reporting frameworks that provide visibility into quality performance, trends, and business impact.
• Leverage qualitative and quantitative data to identify root causes behind customer and employee pain points.
• Present findings and recommendations to leadership and stakeholders.
• Measure the effectiveness of quality initiatives and improvement programs.

Cross-Functional Partnership

• Collaborate with Customer Service Leadership, Training, Knowledge Management, Workforce Management, GTM Operations, and Product teams.
• Influence organizational decisions through data-driven recommendations.
• Serve as a trusted advisor on quality, customer experience, and frontline effectiveness.
• Champion a culture of continuous improvement and customer-centric thinking.

Success Measures

Within the first 12 months, the Customer Service Quality Strategist will:

• Establish a scalable quality framework and governance model.
• Create meaningful quality reporting and executive-level insights.
• Improve quality consistency across frontline teams.
• Identify and influence key systems and process improvements.
• Increase frontline confidence in quality evaluations and feedback.
• Demonstrate measurable improvements in customer experience and operational effectiveness.

What you will have

• 5+ years of technical experience in Customer Service, Customer Experience, Quality Assurance, Enablement, Operations, or related disciplines.
• Experience conducting quality evaluations and performance analysis.
• Strong analytical and problem-solving skills.
• Experience working with customer support technologies and operational processes.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience translating insights into business recommendations.

Nice to have

• Experience building or maturing quality programs.
• Experience supporting enterprise customer support organizations.
• Familiarity with customer service platforms such as Salesforce, Zendesk, ServiceNow, Gainsight, or similar.
• Experience with reporting and analytics tools such as Tableau, Power BI, Looker, or similar.
• AI tooling related to quality management or similar.

Benefits

• Competitive compensation and comprehensive health, dental, and vision coverage
• Retirement savings programs with company matching (401(k) or RRSP)
• Generous paid time off, including holidays, and vacation
• Paid parental leave and family support benefits
• Life and disabilitycoverage
• Flexible spending and health savings options (where applicable)
• Health and wellness support, including gym reimbursement and wellness programs
• Employee Assistance Program with 24/7confidential support for employees and families
• Education assistance and professional development opportunities
• Access to LinkedIn Learning and continuous learning resources
• Employee referral bonus program and additional company perks and discounts
• Internal rewards and recognition platform (Motivosity) to celebrate and acknowledge project wins, milestone achievements, and the outstanding contributions of our colleagues
• Business travel insurance and global employee support programs

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

DigiCert is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, DigiCert prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified person with disabilities, and protected veterans are strongly encouraged to apply.

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