Quality Program Manager - AppleCare - Apple - Tokyo

Job description
The AppleCare Tech Support Vendor Quality Program Manager is responsible for helping AppleCare Vendor 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 vendor 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 vendor 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 the vendor 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.

Key Qualifications

Insightful and intuitive understanding of strategies for effective communication and technical problem solving with consumer population
Exceptional coaching abilities
Must be professional and possess excellent written and verbal communication skills
Skilled at relationship building
Strong analytical and critical thinking skills
Demonstrated creative problem solving skills
Oral & Written fluency in Japanese & English
Call center experience and familiarity with Apple Products preferred.

Description

The responsibilities of the AppleCare Tech Support Vendor Quality Program Manager position include, but are not limited to:
• Ensure compliance with appropriate logging behaviors and perform weekly root cause analysis of customer dissatisfaction and ensure action plans are in place to improve CSAT
• 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
• Ensure full participation by all evaluators in transaction monitoring calibration and perform monthly root cause analysis of reasons for low calibration
• Meet regularly with vendor quality personnel and 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 vendor call evaluations to encourage accurate scoring
• Help vendors develop action plans to reduce variation in Advisor performance with regard to core metrics that impact CSAT and Quality
• 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 necessa

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