Apple Quality Program Manager in Sacramento, California
Quality Program Manager
Support and Service
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
Meet regularly with site management and other evaluators to ensure understanding of transaction monitoring form and guideline.
Cultivate relationships, work collaboratively, and effectively engage with peers and cross functional partners to achieve business goals.
Hold joint transaction monitoring sessions to promote intra-site calibration on appropriate coaching strategies for specific Advisor behaviors
Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.
Coordination with training team to develop supplemental training and/or modification of new agent 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
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.
QPMs are responsible for conducting, supporting, and/or validating root cause through analysis and working with contact center management to create actions that produce measurable results. QPMs are also responsible for ensuring that key stakeholders are supported by effective quality reviews and feedback to help the organization achieve business targets. They drive readiness activities, communication strategies, and continuous improvement methodologies to improve and maintain quality performance. Traits we are looking for : Experienced in Contact Center Management and familiarity with Apple Products Strong technical problem solving experiences Insightful and intuitive understanding of strategies for effective communication Strong analytical and critical thinking skills Strong ability to analyze data & identify trends Exceptional coaching abilities Effective Leadership skills Excellent written and verbal communication skills Demonstrated creative solution driven skills Skilled at relationship building
Education & Experience
Bachelors Degree or equivalent work experience Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. If you'd like more information about your EEO rights as an applicant, please click here. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. For more information, please click here. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Learn more.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .
Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .