Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what can be accomplished! The people here at Apple don't just build products — they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage and inspire. By focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!
The AppleCare Quality Program Manager (QPM) is responsible for quality policies, procedures, processes, programs, and practices in helping AppleCare improve Customer Satisfaction and Quality performance as measured by customer satisfaction results combined with transaction monitoring accuracy and calibration programs. The QPM will follow a structured process for identifying issues and help the contact centers and vendor sites to create action plans that will ensure solutions can be measured and evaluated for effectiveness. The focus will be on process and procedural issues that prevent AppleCare from hitting high performance quality targets at the program level, but solutions will also be directed at site and team performance as necessary to maintain consistency and to help achieve performance goals.
DescriptionQPMs are responsible for conducting, supporting, and/or validating root cause through analysis and working with contact center management to create actions that produce measurable results. QPMs are also responsible for ensuring that key stakeholders are supported by effective quality reviews and feedback to help the organization achieve business targets. They drive readiness activities, communication strategies, and continuous improvement methodologies to improve and maintain quality performance.
Ensure compliance with goals and perform monthly root cause analysis of transaction monitoring attributes with low accuracy and ensure action plans are in place to improve accuracy.Ensure full participation by all evaluators in transaction monitoring calibration and perform monthly root cause analysis of reasons for low calibration.Analyze business to identify trends and determine critical focus areas; formulate a strategy that effectively drives quality performance improvement.Be an active participant during business reviews, drive holistic root cause analysis, and lead quality deep dives to identify drivers affecting quality performance.Proactively identify issues or trends that impact the customer experience, Advisor experience, or risk to Apple. Validate, create a plan, and provide solutions to mitigate impact.Cultivate relationships, work collaboratively, and effectively engage with peers and cross-functional partners to achieve business goals.Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.Coordination with site Management and Internal Site Management to ensure all teams are working toward consistent performance goals.Regular travel to visit sites in order to ensure they are achieving goals using a consistent approach.Communicate in a strong, clear, and consistent manner which translates strategy into action.Proactively pursues innovative change management support strategies; demonstrates ownership and accountability to lead change management actions.Minimum QualificationsRequires 3+ years of experience as Quality Program Manager.Experienced in Contact Center Management and familiarity with Apple Products.Exceptional skills and experience in customer journey mapping and improvement.Passionate about customer experience excellence.Strong ability to analyze data & identify trends.Excellent written and verbal communication skills.BS/BA or equivalent experience.Preferred QualificationsInsightful and intuitive understanding of strategies for effective communication.Self-motivated and proactive, ability to work independently and in a team environment with strong follow-up, organizing and prioritization skills.Skilled at relationship building, influencing and leadership, driving accountability without control.Strong analytical, critical thinking and problem-solving skills.Skilled at navigating through ambiguity, complexity and changes.COPC certified.Proficiency in other Asian languages is desired.Makes space to listen, learn, and amplify diverse perspectives and experiences.Actively seeks out opportunities to champion and celebrate inclusion and diversity.
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