SummaryPosted: Feb 19, 2025Weekly Hours: 39 Role Number:200590451As 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 Learning and Quality team is looking for a determined 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. As a Quality Program Manager (QPM), you will work with the Quality and Learning Team (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. Through 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. DescriptionDescriptionA QPM is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance. 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. 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. Responsibilities of the role include: Execute on-demand contact reviews and interaction evaluations in accordance to RCC ’s Quality Standards. Help to identify knowledge gaps and help to build behaviour-based coaching plans based on qualitative and quantitative insights Participate in weekly business reviews Provide insights from both their own and other evaluators contact reviews Being responsible for quality analysis and reporting Regularly lead and participate in calibration activities Being an expert and aligning the team to the most up-to-date Quality standards Having deep knowledge of the RCC business, performance management and vendor management practices Analyse and articulate customer expectations and satisfaction, service trends, professional ethics, operational policies and proceduresMinimum QualificationsMinimum QualificationsExperience working with contact centre quality standards in a Customer Sales and Service EnvironmentIntermediate skills using excel to draft reportsFluent in ArabicKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsExperience with performance data analysis, reporting toolsAdditional language fluency (German, French, Italian or Spanish) advantageousAbility to work with and influence cross functional business partners to create and achieve strategic quality objectives and goalsAdapt to changing environments, technology and processesDrive for results with a high degree of determinationFoster trust and build strong business partnershipsSuperb written and communication skillsAbility to work efficiently under deadline with numerous projects on handStrict adherence to company policy on confidential materialsEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore