AppleCare Quality Program Manager (QPM)

Cork, County Cork, Ireland
Support and Service

Summary

Posted:
Weekly Hours: 39
Role Number:200121563
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. At Apple, we believe in hard work, a fun environment and the kind of creativity and innovation that only comes when hardworking people from diverse backgrounds approach problems from varying perspectives. 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!

Key Qualifications

  • You have understanding of Quality Standards and importance of quality, compliance and processes and how they impact successful performance
  • You have a strong analytical and critical thinking skills set with experience in effective root cause analysis
  • You will need to understand, compile and improve established policies and procedures through collaboration with support teams
  • Excellent communication skills both verbal and written with an ability in communicating at all levels of the organisation
  • Skilled at relationship building and influencing skills
  • Strong self motivation, ability to work independently and in a team environment with strong follow up and organisational and prioritisation skills
  • Displayed creative problem solving skills
  • Call centre experience and familiarity with Apple Products
  • Previous people management skills
  • College Degree preferred, or comparable experience
  • Project Management experience overseeing corrective action, process improvement and auditing projects desired but not critical

Description

The responsibilities of the QPM position include, but are not limited to: - Ensure compliance to goals and behaviors through daily performance management and weekly/monthly root cause analysis of appropriate logging behaviors, transaction monitoring accuracy, CSAT/DSAT and calibration - Facilitate regular quality review meetings to guide and understand compliance and success to targets to ensure a consistent Apple Customer experience - Facilitate regular joint contact monitoring sessions to promote intra-site calibration on the best methodologies for call handling and troubleshooting - Conduct regular customer observation activities including coaching observations, round tables to ensure quality standards are adhered to - Create and analyze quality reports required to keep management, sites and customers informed of quality progress - Conduct regular one to one meetings with Primary and Secondary Customers and management as required - Regular call monitoring to stay current with the Advisor/Customer interaction - Conduct auditing of contact center and vendor call evaluations to ensure consistency to Apple's standards - Help contact centers and vendors develop action plans to reduce variation in Advisor performance with regard to core metrics that impact CSAT and Quality - Ensure key metrics are collected, have integrity, are understood and acted upon appropriately within the contact center - Coordination with training team to develop supplemental training and/or modification of new Advisor training as necessary - Coordination with Support Programs team to ensure efficient roll out of new initiatives and to drive ongoing improvement of agent tools, resources, processes, and procedures

Education & Experience

Additional Requirements