WW Quality Program Manager, Retail Customer Care

Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.

Description

The Worldwide Quality Program Manager will be a key driver of quality improvement initiatives within the Apple Retail Customer Care network. You will analyze and translate business trends and insights into actionable coaching strategies and programs while coordinating with global and regional business partners to implement and evaluate effectiveness. This role required a strong understanding of contact center operations, quality assurance methodologies, and a passion for delivering exceptional customer service. As a Worldwide Quality Program Manager, you will be responsible for driving continuous improvement within the Apple Retail Customer Care network. This involves a multifaceted approach: Quality Strategy: Define and drive strategic direction, deliverables, and business processes that align to the overall Quality goals Cross-Functional Collaboration: Work closely with global and regional teams including Training, Coaching and Quality to ensure alignment on Quality priorities and the successful implementation of coaching initiatives Performance Evaluation: Continuously monitor the impact of coaching programs on Specialist performance and customer outcomes, using data to propose adjustments and refine strategies for optimal effectiveness. Data Analysis & Insights: Leverage data analytics and reporting techniques to identify trends, uncover root causes of Quality issues, and translate data-driven insights into actionable recommendations for continuous improvement across the global network Projects: Support projects across Quality tools including gathering requirements, aligning deliverables to meet business goals, determining effectiveness of proposed enhancements, and supporting change management activities.

Minimum Qualifications

• 7 Years of experience in a quality assurance or program management role within a contact center or customer service environment
• Proven ability to collaborate effectively with cross-functional and global/virtual teams, fostering a positive and productive work environment
• Strong analytical and problem-solving skills, with a data-driven approach to decision making
• Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions

Preferred Qualifications

• Excellent communication and presentation skills (written and verbal), with the ability to clearly communicate complex information to diverse audiences, including stakeholders at various levels
• Strong critical thinking and problem-solving skills, with a demonstrated ability to identify root causes and develop effective solutions
• Proven track record in transactional quality assurance, utilizing methodologies like call scoring and audits, with knowledge of quality management frameworks, COPC, Six Sigma).
• Proven ability to manage multiple projects concurrently, prioritize effectively and consistently meet deadlines in a fast paced environment
• Demonstrated commitment to delivering exceptional customer experiences and maintaining strict confidentiality

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.

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