Quality Program Manager
Singapore, Singapore, Singapore
Support and Service
Imagine yourself as a “steward” of quality for your region. As a leader and caretaker of the customer experience, you are a key force in ensuring that AppleCare customer interactions are designed to surprise and delight our customers. This is your opportunity to use your skills, experience and obsession on service to benefit each and every AppleCare customer. You are responsible for performing root cause analysis and working with contact center and management to create programs to address these underlying causes through initiatives that show measurable results. You will also be responsible for ensuring that all management personnel who manage AppleCare Advisors can successfully provide their Advisors with the necessary coaching and feedback to achieve business targets.
- - Accomplished leader with a consistent record of success in handling individual contributors and managers in a multi-channel contact center environment.
- - Skilled at employee motivation and development.
- - Superior communication and presentation skills.
- - Solid work ethic and ability to manage multiple projects and meet deadlines and timelines.
- - At ease with relationship building and engaging a wide variety of internal and external senior level partners.
- - Ability to think differently, provide new solutions to old problems, and have a “can do” spirit.
- - Strong attention to detail and able to prioritize effectively and work independently.
- - Strong analytical and process improvement skills.
You will demonstrate a fundamental understanding of quality philosophies, principles, systems, analysis methods, tools, standards, reporting, as well as organizational and team dynamics. You are to illustrate the effective application of these principles into region-wide strategies as well as tactical team-specific processes in a complex and dynamic environment. You can also demonstrate a deep understanding of contact center operations, including transaction monitoring standard methodologies, performance management, and vendor management practices. You will be steeped in being able to articulate and analyze customer expectations and satisfaction, service experience improvement systems, and professional ethics. You are skilled at resource balancing and conflict management. You are a great communicator, someone who can naturally foster trust and build strong business relationships. A customer contact center business savvy individual who has an excellent understanding of Apple’s unique customer focus and passion to obsess over experience. In this role thinking clearly means strategizing and operationalizing a team of Quality Program Managers (QPMs) and creating a quality intelligence framework that guides the business to understand what matters to the AppleCare business and customers from your region. At the same time, you will oversee the motivation of the QPMs and for fostering their development as employees with a focus on their career path.
Education & Experience
BA/BS or MBA in business management, communications, or related field, or equivalent experience. 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.