Quality Program Manager (QPM)

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

• Ensure compliance with goals
• Perform monthly root cause analysis of transaction monitoring attributes
• Ensure full participation by all evaluators in transaction monitoring calibration
• Analyze business to identify trends and determine critical focus areas
• Formulate a strategy that effectively drives quality performance improvement
• Proactively identify issues or trends that impact the customer experience
• Cultivate relationships, work collaboratively, and effectively engage with peers and cross-functional partners
• Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign

• 8 years of previous management, training, or quality experience in a customer service organization
• Analytical skills with the ability to identify trends and formulate effective strategies
• BS/BA or equivalent experience
• Experienced in Contact Center Management and familiarity with Apple Products
• Strong technical experiences Insightful and intuitive understanding of strategies for effective communication
• Strong analytical and critical thinking skills
• Strong ability to analyze data and identify trends
• Exceptional coaching abilities
• Effective leadership skills
• Excellent written and verbal communication skills
• Demonstrated creative skills
• Skilled at relationship building
• Quality or Project Management training or certification (Lean Six Sigma, ASQ, PMP, BPM, COPC, etc)

• Comprehensive medical and dental coverage
• Retirement benefits
• Discounted products and free services
• Reimbursement for certain educational expenses
• Discretionary bonuses or commission payments
• Relocation assistance

At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly