苹果Quality Program Manager, Retail Customer Care
任职要求
Minimum Qualifications
• 5+ years of experience in a quality management or program management role within a contact center or customer service environment
• 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
• Superb written and communication skills of English and Chinese
• Strict adherence to company policy on confidential materials
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion and diversity
Preferred Qualifications
• Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions
• 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工作职责
In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region. A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed. A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. 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. This is all done through the lens of 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.
As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment. In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
In this role, you will be a part of the Global Business Operations team, with a particular focus on Retail Customer Care performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems and translate those into analytical questions, and perform thorough descriptive / predictive analysis of contact center operational metrics to advise Retail Customer Care management on operational processes and programs efficiency. The candidate should possess proven intuition for business, strong quantitative and technical background and have excellent communication skill to influence and establish relationship with wide range of cross-functional team members. RESPONSIBILITIES: Lead weekly and quarterly business reviews with collaborators and drive operational improvements by supervising primary critical metric performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions. Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly critical metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and efficiency within operational teams. Conduct ad-hoc analyses using both structured and unstructured data and implement A/B tests to evaluate ROI and customer experience impact of staffing strategies, support case creation and evaluate efficiency of new programs. Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to supervise key trends of metrics and generate insights on demand, staffing and quality performance.
1.Leads in running and managing the day-to-day retail field force execution to achieve retail compliance and sales target KPIs 2.Leads strategy and action planning that will drive sellout by proposing strategic and efficient use of retail investments to ensure strong sales and presence in the field 3.Leads in the recruitment and development of quality fieldf-orce by establishing daily work and learning processes, guidelines and monitoring and reporting in terms of store visits/attendance/customer facing efficiency 4.Ensure 100% compliance to Retail guidelines thru fieldforce and training and development 5.Supports in collecting market intelligence data that will impact the brand 6.Proactively develops and implements retail fieldforce motivation programs such as incentives and career path 7.Evaluates fieldforce personnel’s weekly, montlhy and quarterly based on KPIs 8.Puts all required approvals in the system to ensure field-force agency payment on time
1. Manage a group of managers to invent for customer experience and simplify for operation efficiency. 2. Coach, and develop the team with prioritization, constructive feedback, resources planning, and data driven decisions. 3. Guide the team towards continuous improvements using data, metrics, and customer feedback. 4. Develop operations process to achieve business goals and to obsess the customer. 5. Manage complex operational issues by developing, tracking and analyzing key performance indicators. 6. Provide regular performance metrics report focusing on operational excellence and customer experience. 7. Build strong and collaborative relationships with internal stakeholders, LSP, Carriers and external customers. 8. Serve as primary interface with other teams in Seller Operations, Product, Finance and Tech for new product, program, and system launches. 9. Be the Voice of the Customer and provide feedback to the team to improve customer experience. 10. Handle complex problems/efforts, decisions, and escalations. 11. Communicate and drives strategic initiatives. 12. Ensure the right people are in the right job and creates leadership opportunities.