Summary

Posted: Dec 20, 2024

Role Number:200584537

Join a dynamic and innovative team at Apple as a Customer Advocacy Quality Assurance Specialist. In this role, you'll contribute to maintaining and improving the quality of our Customer Advocacy Team (CAT) processes. Collaborate with leaders and advisors to ensure seamless workflows, insightful evaluations, and impactful recommendations that drive our organization forward.

Description

As a Customer Advocacy Quality Assurance Specialist, you'll thrive in a fast-paced environment, helping to ensure our quality standards remain exceptional. You'll craft meaningful survey questions, complete thorough evaluations, and provide actionable insights to stakeholders. Your work will directly influence Customer Advocacy Team's efficiency and alignment with organizational goals. Key Responsibilities: -Design and refine survey questions to support investigations. -Conduct Quality Evaluations and survey audits to ensure accuracy. -Report monthly summaries and findings to Leadership. -Manage assigned tasks and projects independently, ensuring timely delivery. -Provide guidance to CAT Advisors via the Ask-QAS Slack channel. -Execute CAT Recommendations processes effectively. -Support leadership initiatives and execute projects that align with quality goals.

• Experience as a Customer Advocacy Phone Advisor.
• Proven ability to maintain high performance in a fast-paced environment.
• Exceptional attention to detail.
• Strong time-management and organizational skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to collect, analyze, and visualize data.
• Familiarity with the CATrec process and North Star systems.

• Skilled in writing and delivering constructive feedback.
• Experience developing and presenting Keynote training sessions.
• Advanced proficiency with Wrike, Miro, and Tableau.
• Expertise in drafting and deploying surveys via Apple Survey.
• Experience curating Chorus pages and developing support documentation.
• Ability to manage competing priorities while meeting deadlines.

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 $30.00 and $45.05/hr, 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.

• 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.