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.
We seek a AppleCare Quality Program Manager (QPM) 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 (CC)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 & 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 contact centers and vendor sites achieve performance goals.
As a QPM your responsibilities include : - 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 standard methodologies for call handling and troubleshooting -
Conduct regular customer observation activities including coaching observations, round tables and incubes to ensure quality standards are met -
Build 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 -
Auditing of contact center and vendor call evaluations to ensure consistency to Apple's standards - Help vendors and contact centers develop action plans to reduce variation in Advisor performance with regard to core metrics that impact CSAT and Quality -
Ensure integrity of matrices, are articulated well 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
BA / BS or MBA in business management, communications, or related field, or equivalent experience.