Quality Program Manager - Retail Customer Care

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only come about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire-and that by focusing on the smallest of details, we can make a big impact with our customers!
We are seeking a highly motivated Quality Program Manager to drive quality initiatives across the Retail Customer Care Organization. This role is critical in ensuring our customer experience meets the highest standards of excellence and satisfaction. Description
As a Quality Program Manager, you'll play a pivotal role in ensuring our customer experience consistently exceeds expectations. You'll be a champion for quality, driving initiatives that elevate standards and develop a culture of continuous improvement across both Apple-badged and OSV (Outsource Service Vendor) networks. In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership, and cross-functional stakeholders to uphold quality standards and improve the customer experience. Through targeted contact review, you will be responsible for helping identify business trends and insights, and make recommendations for improvements where necessary. ","responsibilities":"Participate in weekly business reviews, presenting insights from contact reviews, quality analysis, and reporting. Conduct contact evaluations for assigned lines of business. Lead and participate in calibration activities, ensuring alignment across teams regarding quality standards. Leverage your deep knowledge of the RCC business, performance management, and vendor management practices to drive impactful change. Develop a culture of constructive debate and accountability within the team. Preferred Qualifications
Experience using Enso, Tableau, Northstar and Excel desired. Previous quality management experience Knowledge of Retail Customer Care business Minimum Qualifications
The ideal candidate will possess a strong background in quality management, program management, or process management, with a proven ability to develop and execute quality strategies, manage complex projects, and foster a culture of continuous improvement across Apple-badged and OSV networks. Demonstrated experience in a quality management or program management role within a contact center or customer service environment Proficiency in English and Hindi Strong analytical and problem-solving skills, with the ability to translate data into actionable insights. Excellent communication and presentation skills (written and verbal) Proven experience in presenting data to senior stakeholders, crafting compelling narratives and recommendations. Strong critical thinking and problem-solving skills, with a demonstrated ability to identify root causes and develop effective solutions Outstanding ability to foster trust and build strong business partnerships. Talented at creating an environment of constructive debate and accountability amongst peers. Ability to work efficiently under deadline pressure, managing numerous projects simultaneously. Experience working with OSV Teams Strict adherence to company policy on confidential materials. ","internalDetails":null,"eeoContent":null