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 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

• 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)

• 401k matching
• Health insurance
• Flight privileges
• College Student Offer
• Financing
• Apple Trade In

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