职位描述：
Summary：
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care (RCC), our team is able to bring this experience to life.
The Retail Customer Care organization is a direct channel for Apple passionate about driving pre and post sales customer interactions and managing order support related activities globally. RCC supports Apple shoppers who buy from and are fulfilled by the Apple Store Online, Apple Retail Stores, and third-party marketplaces.
The RCC Quality team is looking for a passionate and strategic individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.
Description：
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.
职位要求：
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
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
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售客户关怀质量项目经理职位是一个极具挑战性的角色，它不仅要求候选人具备扎实的质量管理经验，还需要能够通过数据分析和跨部门协作来提升客户体验。这个职位的独特之处在于它需要候选人能够在快速变化的环境中保持高效，同时还要能够影响和指导团队达成客户满意度和质量绩效的目标。 为了准备这个职位的面试，建议你重点准备以下几个方面的内容。首先，确保你能够详细描述你在质量管理或项目管理方面的经验，特别是那些能够展示你如何通过数据分析提升客户体验的案例。其次，准备好讨论你如何与跨职能团队合作，制定并实现战略质量目标的经验。此外，你还需要展示你适应快速变化环境的能力，以及你如何利用工具如Tableau进行数据可视化和趋势分析。最后，不要忘记强调你的沟通和演讲技巧，因为这在向不同层次的利益相关者传达复杂信息时至关重要。
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