As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care (RCC), our team is able to bring this experience to life. The Learning and Quality team is looking for a determined individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.
Job Title: Quality Program Manager (QPM)
A QPM is responsible for supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance. This work will be achieved through influencing management, adopting best practices, and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.
Responsibilities:
1. Execute on-demand contact reviews and interaction evaluations in accordance with RCC’s Quality Standards.
2. Help to identify knowledge gaps and build behaviour-based coaching plans based on qualitative and quantitative insights.
3. Participate in weekly business reviews.
4. Provide insights from both your own and other evaluators' contact reviews.
5. Be responsible for quality analysis and reporting.
6. Regularly lead and participate in calibration activities.
7. Align the team to the most up-to-date Quality standards.
8. Have deep knowledge of the RCC business, performance management, and vendor management practices.
9. Analyse and articulate customer expectations and satisfaction, service trends, professional ethics, operational policies, and procedures.
Minimum Qualifications:
* Experience working with contact centre quality standards in a Customer Sales and Service Environment.
* Intermediate skills using Excel to draft reports.
Preferred Qualifications:
* Experience with performance data analysis and reporting tools.
* Additional language fluency (German, French, Italian, or Spanish) advantageous.
* Ability to work with and influence cross-functional business partners to create and achieve strategic quality objectives and goals.
* Adapt to changing environments, technology, and processes.
* Drive for results with a high degree of determination.
* Foster trust and build strong business partnerships.
* Superb written and communication skills.
* Ability to work efficiently under deadlines with numerous projects on hand.
* Strict adherence to company policy on confidential materials.
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