AI-Driven Customer Service Quality Strategist

DigiCert

Lehi (UT)

On-site

USD 63,600 - 89,000

Full time

14 days+

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Benefits offered by this job

Health coverage

401(k) with employer match

Paid time off

Parental leave

Wellness program

Job summary

DigiCert is seeking a Customer Service Quality Strategist to lead the quality function within the Enablement organization. You will leverage AI to elevate frontline performance, improve coaching, and optimize service tooling.

As a technical contributor, you will partner with Operations, Product, and Technology teams to design scalable QA programs, implement governance, and deliver executive-ready quality insights across regions.

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.
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.
Develop dashboards and reporting frameworks that provide visibility into quality performance, trends, and business impact.
Collaborate with frontline leaders to improve quality outcomes through targeted recommendations.