Quality Program Manager - French Language

Sacramento, CA
  • Job Code
    200066088
  • Jobs Rated
    61st
Summary

Summary

Posted: Jun 24, 2019

Weekly Hours: 40

Role Number: 200066088

Home Office: Yes

Location: Sacramento, CA / Austin, TX / Work from Home

Are you a passionate champion for the quality of our customers' experiences with AppleCare? Are you looking for an opportunity to advocate for best practices to improve performance? AppleCare Regional Quality Program Managers (QPMs) are responsible for helping AppleCare sites achieve excellence in Customer Satisfaction and Quality performance as measured by customer satisfaction results combined with transaction monitoring program calibration and accuracy.

Quality Program Managers are responsible for performing root cause analysis and working with contact center and management to create programs to address underlying causes through initiatives that show measurable results. QPMs are also responsible for ensuring that all management personnel who manage AppleCare Advisors can successfully provide their Advisors with the necessary coaching and feedback to achieve business targets. QPMs follow a structured process for identifying issues and help respective sites to create action plans that will ensure solutions can be measured and evaluated for effectiveness.

In addition to suggesting solutions directed at site, team, and individual agent performance as necessary to maintain consistency throughout the contact center and to help the contact center achieve performance goals, QPMs also focus on bringing to light process and procedural issues that prevent AppleCare from hitting high performance quality targets at a regional and sometimes global level

Key Qualifications

  • Read, write and speak French fluently
  • Experience in contact center management with a focus in iTunes, IOS and/or Mac
  • Familiarity with Apple products
  • Strong technical problem solving experience
  • Excellent written and verbal interpersonal skills
  • Insightful and intuitive understanding of strategies for effective facilitation of communication among groups
  • Strong analytical and critical thinking skills
  • Strong ability to analyze data and identify trends
  • Extraordinary coaching abilities
  • Ability to engage in creative problem solving
  • Skill at building relationships and influence
  • Experience and comfort in dealing with ambiguity
  • Able to work independently with minimal directions

Description

5+ years of experience relevant to the following:

Perform regularly scheduled 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 scoring

Help develop action plans to reduce variation in Advisor performance with regard to core metrics that impact CSAT and Quality

Perform weekly root cause analysis of customer dissatisfaction and ensuring that there is a strategy plan to improve CSAT

Meet regularly with site management and other evaluators to ensure understanding of guidelines

Hold joint call monitoring sessions to promote intra-site calibration on appropriate coaching strategies for specific Advisor behaviors

Perform regular transaction monitoring and auditing of evaluations to assure accurate scoring and coaching

Ensure key measurements are collected, have integrity, are understood and acted upon appropriately within the contact center

Collaborate with training team to develop supplemental training and/or modification of new agent training as necessary

Collaborate with Support Program teams to ensure efficient roll out of new initiatives and to drive ongoing improvement of Advisor tools, resources, processes, procedures, and other resources

Collaborate with Supplier and Internal Site Management to ensure all teams are working toward consistent performance goals

Travel on a regular basis to visit sites in order to ensure they are achieving goals using consistent approaches

Education & Experience

Bachelors Degree or equivalent work experience

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Quality Program Manager - French Language

Apple, Inc.
Sacramento, CA

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