AppleCare Quality Program Manager
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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.
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.
- 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.
- Proactively pursues innovative change management support strategies; demonstrates ownership and accountability to lead change management actions.
- Requires 3+ years of experience as Quality Program Manager
- Experienced in Contact Center Management and familiarity with Apple Products
- Exceptional skills and experience on customer journey mapping and improvement
- Passionate on customer experience excellence
- Strong ability to analyze data & identify trends
- Excellent oral & written communication skills and ability to navigate at multiple levels of engagement including senior level audience in both Japanese and English
- BS/BA or equivalent experience
- Insightful 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 are desired
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.