GC QPM(Quality Program Management) Manager, Retail Customer Care
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 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 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 is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
- 5 years of experience in a quality management or program management role within a contact center or customer service environmentProven experience in hiring coaching and developing high-performing teams
- Fluency in English and Mandarin (written and verbal) is required.
- Ability to work with and influence cross functional business partners to build and achieve strategic quality objectives and goals
- Proven track record to analyze data accurately determine root cause and implement actions that solve problems and improve performance
- Adapt to changing environments technology and processes
- Drive for results with a high degree of determination
- Strict adherence to company policy on confidential materials
- Makes space to listen learn and amplify diverse perspectives and experiences
- Confronts barriers to greater inclusion with tenacity care and commitment
- Solid understanding of quality principles and approaches including but not limited to customer journey mapping process Improvement methodologies and data analysis
- Experience managing quality for both internal teams and outsourced vendor partners
- Education & Experience: Bachelors degree or equivalent experience
Required Experience:
Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
Ask Siri to name the most successful company in the world and it might respond: Apple. And it's not just out of familial pride. Apple consistently ranks highly in profit, revenue, market capitalization, and consumer cachet. In 2018, the company became the first reach a trillion dollar ... View more
