Manage some of Digicert's largest Enterprise PKI, IoT and TLS clients, cultivate future projects, qualify new opportunities and consult with internal teams such product/services/support/compliance to ensure that all clients objectives are met.

DUTIES AND RESPONSIBILITIES• Extract samples of contacts and maintain acceptable sampling rates.• Complete Quality Scorecards on contacts against agreed standards.• Record feedback in plain English – easy to follow and understand.• Record results in relevant database maintain quality standards in scorecard format.• Contribute to the team’s development and ongoing improvement of quality measures: unique to markets/business units and generic minimum standards across all service areas.• Ensure scorecards are updated, through version control and communicated to all stakeholders training/coaching.• Facilitate/coach QA process to new and existing employees.• Assist with the facilitated training of newly appointed coaches.• Provide training for any newly developed QA processesAd hoc coaching of service hosts Data Analysis - Conduct periodical reviews of QA database to establish:• Adherence to procedures.• Establish trends on various aspects of QA parameters.• Identify anomalies and areas of attention general• Review disputed assessments and provide feedback• Technical report writing• Provide feedback on assessments to coaches and department managers• Feedback identified trends to training department