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Apple - Cary, NC
posted 30 days ago
Full-time
Cary, NC
Computer and Electronic Product Manufacturing
About the position
The AppleCare Quality Program Manager (QPM) is responsible for overseeing quality policies, procedures, and practices aimed at enhancing customer satisfaction and quality performance within AppleCare. This role involves conducting root cause analysis, collaborating with contact center management, and implementing action plans to address quality issues. The QPM will focus on both program-level and site-specific performance to ensure consistency and achievement of quality targets.
Responsibilities
- Conduct root cause analysis and validate findings to improve quality performance.
- Collaborate with contact center management to create actionable plans based on analysis results.
- Ensure compliance with quality goals and perform monthly reviews of transaction monitoring attributes.
- Drive readiness activities and communication strategies to enhance quality performance.
- Analyze business trends to identify focus areas for quality improvement.
- Participate in business reviews and lead quality deep dives to address performance drivers.
- Proactively identify issues impacting customer and advisor experiences and develop mitigation plans.
- Cultivate relationships with peers and cross-functional partners to achieve business objectives.
- Manage projects related to communication initiatives and workflow redesign.
- Regularly travel to sites to ensure consistent performance and goal achievement.
Requirements
- Fluency in English and Spanish (reading, writing, speaking).
- Previous management, training, or quality experience in a customer service organization.
- Strong analytical skills to identify trends and formulate strategies.
- Bachelor's degree or equivalent experience.
Nice-to-haves
- Experience in Contact Center Management and familiarity with Apple Products.
- Strong technical experience related to quality management.
- Insightful understanding of effective communication strategies.
- Exceptional coaching and leadership skills.
- Demonstrated creative problem-solving abilities.
- Quality or Project Management training or certification (Lean Six Sigma, ASQ, PMP, BPM, COPC, etc).
Benefits
- Equal opportunity employer committed to inclusion and diversity.
