DigiCert
Customer Service Quality Strategist
Lehi, Utah
Sponsorship not specifiedDetected 8 days ago
Process ImprovementCustomer SupportDNSLeadershipCommunicationProblem SolvingMentoring
About the role
- 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.
Responsibilities
- 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.
- Drive consistency in quality evaluations across teams and regions.
- Partner with frontline leaders to improve quality outcomes through targeted recommendations.
- Support continuous improvement initiatives that improve customer experience and operational effectiveness.
- Partner with Enablement, Operations, Product, and Technology teams to recommend enhancements aligned to frontline needs.
- Develop dashboards and reporting frameworks that provide visibility into quality performance, trends, and business impact.
- Collaborate with Customer Service Leadership, Training, Knowledge Management, Workforce Management, GTM Operations, and Product teams.
Skills
- DigiCert is a global leader in intelligent trust.
- 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.
- Experience conducting quality evaluations and performance analysis.
- Strong analytical and problem-solving skills.
- Excellent communication, facilitat
Company info
- 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 www.digicert.com
- 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. 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.
- 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 www.digicert.com
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This listing is sourced directly from DigiCert's careers page and normalized into a canonical job model.