Customer Service Quality Strategist

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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.

• 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.

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…