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Apple WW Quality Program Manager Retail Customer Care United States, Texas, Austin 229969736
21.04.2025
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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 networkProjects: Support projects across Quality tools including gathering requirements, aligning deliverables to meet business goals, determining effectiveness of proposed enhancements, and supporting change management activities
- 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
- 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
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