AI-Driven Customer Service Quality Architect

Webhosting; Lehi (UT); On-site; USD 90,000 - 130,000; Full time

Job summary

DigiCert is seeking a Customer Service Quality Strategist to elevate frontline performance through quality assurance, operational insights, and technology enablement. This technical individual contributor role sits within the Customer Service Enablement organization and will leverage AI to improve processes, tooling, and workflows.

The person will act as both a quality leader and technical advisor, ensuring customer service systems and processes support exceptional experiences while maturing the

Qualifications

• 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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.

Job description

DigiCert is seeking a Customer Service Quality Strategist to elevate frontline performance through quality assurance, operational insights, and technology enablement. This technical individual contributor role sits within the Customer Service Enablement organization and will leverage AI to improve processes, tooling, and workflows.

The person will act as both a quality leader and technical advisor, ensuring customer service systems and processes support exceptional experiences while maturing the