Summary
Posted: Nov 6, 2024
Role Number:200549988
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. 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. QPMs are responsible for performing root cause analysis and working with contact center and vendor management to create programs to address issues and show measurable results. 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.
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Description
QPMs 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. Additional Responsibilities include: -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 consistent approach -Communicate in a strong, clear, and consistent manner which translates strategy into action
- Previous management, training, or quality experience in a customer service organization
- Analytical skills with the ability to identify trends and formulate effective strategies
- BS/BA or equivalent experience
Preferred Qualifications
- Experienced in Contact Center Management and familiarity with Apple Products
- Strong technical experiences Insightful and intuitive understanding of strategies for effective communication
- Strong Analytical and Critical thinking skills
- Strong ability to analyze data & identify trends
- Exceptional coaching abilities
- Effective Leadership skills
- Excellent written and verbal communication skills
- Demonstrated creative skills
- Skilled at Relationship Building
- Quality or Project Management training or certification (Lean Six Sigma, ASQ, PMP, BPM, COPC, etc)
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $107,100 and $160,700, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
More
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.