The AppleCare Tech Support Quality Program Manager is responsible for helping AppleCare sites to improve 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 these underlying causes through initiatives that show measurable results. The Quality Program Manager is 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. The QPM will 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. The focus will be on process and procedural issues that prevent AppleCare from hitting high performance quality targets at the program level, but solutions will also be 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.
The responsibilities of the AppleCare Tech Support Quality Program Manager position include, but are not limited to:
• Ensure compliance with transaction monitoring goals and perform monthly root cause analysis of transaction monitoring attributes with low accuracy and ensure action plans are in place to improve accuracy
• 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 ensure action plans are in place to improve CSAT
• Ensure full participation by all evaluators in transaction monitoring calibration and perform monthly root cause analysis of reasons for low calibration
• Meet regularly with site managementand other evaluators to ensure understanding of transaction monitoring form and guidelines
• Hold joint call monitoring sessions to promote intra-site calibration on appropriate coaching strategies for specific Advisor behaviors
• Regular call monitoring and auditing of call evaluations to encourage accurate scoring
• Ensure key metrics are collected, have integrity, are understood and acted upon appropriately within the contact center
• Coordination with training team to develop supplemental training and/or modification of new agent training as necessary
• Coordination with Support Programs team to ensure efficient roll out of new initiatives and to drive ongoing improvement of agent tools, resources, processes, and procedures
• Coordination with site Management and Internal Site Management to ensure all teams are working toward consistent performance goals
• Regular travel to visit sites in order to ensure they are achieving goals using consistent approaches
Bachelor and above
