Quality Program Manager - Apple Retail Customer Care

Austin, Texas, United States
Apple Retail


Weekly Hours: 40
Role Number:200368873
At Apple, we believe in creating a fun and inclusive work environment where creativity and innovation come about as talented people from diverse backgrounds approach problems with varying perspectives. Knowing that even the smallest of details matters, we see each customer contact as an opportunity to engage, delight and inspire. Building this environment starts with you! We are looking for an enthusiastic and motivated quality program manager to join the RCC Quality team. You will collaborate with cross-functional business partners to analyze business trends to inform quality solutions for the Retail Customer Care network. You will coordinate with global and regional business partners to create coaching solutions based on identified emerging trends, needs, and gaps within the business. You will analyze contacts and tasks to evaluate coaching effectiveness and propose adjustments or different strategies as needed.

Key Qualifications

  • Familiar with contact center or customer service and support operations, including transactional monitoring methodologies and performance management
  • Knowledge of, and experience within industry proven and trending quality assurance disciplines, processes, approaches, systems, reporting, and technology
  • Critical thinker who is able to ask probing questions and collect deep insights before forming solutions
  • Drive for quality results and demonstrate high degree of determination
  • Ability to work with and influence cross functional business partners to meet strategic quality objectives and goals
  • Superb written and verbal communication skills
  • Story-teller who can visually and verbally communicate wins and learnings
  • Experience working with global and virtual teams
  • Adaptive to changing technologies, process, and environments
  • Ability to work efficiently under deadlines in fast-paced environment with numerous projects on hand
  • Strict adherence to company policy on confidential materials


Work with cross functional, regional, and global business partners to drive coaching priorities based on strategic goals and objectives Review contacts and tasks to gather insights to positively impact the customer and employee experience Drive continuous improvement to quantitatively and qualitatively improve Specialist and Customer experience Host global calibrations to align network on coaching forms and assessment strategies Evaluate effectiveness of coaching solutions through assessments and data analysis Engage and share feedback with key business partners to drive improvements across training materials, processes, procedures, and digital content Create and follow coaching needs analysis process Evaluate data to determine discovery and partnership needed to complete design plans Problem solve and utilize creative and effective methods to provide coaching solutions Support administrative tasks such as creating readouts, maintaining trackers, and publish weekly / monthly / quarterly metrics reports Produce high quality deliverables on time Work autonomously and as part of a global, cross functional team Perform other duties as assigned

Education & Experience

- Bachelor’s degree or equivalent experience in related field is preferred

Additional Requirements