Total 3 care provider job vacancies in Quality Assurance / Control category in Singapore

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 flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life!

The Learning and Quality team is looking for a driven 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.

Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.

Description
Regional Quality Manager (RQM) leads teams of Quality Program
Managers (QPMs) who are responsible for supporting and guiding their
respective sites and business partners to achieve business goals. RQM
demonstrates a fundamental understanding of contact center
operations, anticipate broader business needs, collaborate influentially
with cross-functional teams, and develop strategic goals and tactical
plans. RQM align resources to maintain a balance of customer, people,
and business focus; have a passion to develop future leaders; and drive
accountability to ensure success.

In 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 be leading a team to be responsible for helping
identify business trends and insights, building Quality strategy to
support business need and partnering with cross functional teams to
improve customer experience.

A Regional Quality Manager 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 insights. This work will be achieved through evacuating QPM engagement by attending site visits, applicable business meetings, and reviewing QPM communication outputs for our internal and external customers.

Minimum Qualifications
• 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
• At ease with relationship building and engaging a wide
variety of internal and external senior level stakeholders
• Superb written and communication skills
• Strict adherence to company policy on confidential materials
• Role models inclusive leadership behaviors and embraces
their responsibility to build, develop and retain diverse teams
• Makes space to listen, learn, and amplify diverse
perspectives and experiences
• Confronts barriers to greater inclusion with tenacity, care and
commitment

Preferred Qualifications
• Solid understanding of quality principles and approaches
including but not limited to customer journey mapping, process
Improvement methodologies and data analysis
• Experience in the management of outsourced suppliers and
internal teams delivering customer-facing support
• Experience working as part of a virtual team that is
geographically dispersed

Education & Experience
Bachelors degree or equivalent experience

Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

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 flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team can bring this experience to life. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. The Learning and Quality team is looking for a driven 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 work with the quality and learning team (in the region and worldwide) as well as collaborate with the Retail Customer Care leadership. Through targeted contact review, you will be responsible for helping identify business trends and insights, demonstrating that to craft a framework that guides the business to understand what matters to the Retail Customer Service 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 happiness, 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 happiness 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 dissatstifaction 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.

Minimum Qualifications

• Proficiency in English and Bahasa Malay / Indonesia is a must, in order to provide customer support to the Southeast Asia market
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

Key Qualifications

• Ability to work with and influence cross-functional business partners to build and achieve strategic quality objectives and goals
• Adapt to changing environments, technology, and processes
• Commit to results with a high degree of determination
• Champion trust and build strong business partnerships
• Superb written and interpersonal skills
• Ability to work efficiently under deadlines with numerous projects on hand
• Strict adherence to company policy on confidential materials

Education & Experience

All candidates who meet the key qualifications are encouraged to apply.

Additional Requirements

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 flawless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life! The Learning and Quality team is looking for a driven 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.

Key Qualifications

• Ability to work with and influence cross functional business partners to build and achieve strategic quality objectives and goals
• Solid understanding of quality principles and approaches including but not limited to customer journey mapping, process Improvement methodologies and data analysis
• 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
• At ease with relationship building and engaging a wide variety of internal and external senior level stakeholders
• Superb written and communication skills
• Strict adherence to company policy on confidential materials
• Experience in the management of outsourced suppliers and internal teams delivering customer-facing support
• Experience working as part of a virtual team that is geographically dispersed

Description

Regional Quality Manager (RQM) leads teams of Quality Program Managers (QPMs) who are responsible for supporting and guiding their respective sites and business partners to achieve business goals. RQM demonstrates a fundamental understanding of contact center operations, anticipate broader business needs, collaborate influentially with cross-functional teams, and develop strategic goals and tactical plans. RQM align resources to maintain a balance of customer, people, and business focus; have a passion to develop future leaders; and drive accountability to ensure success.

In 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 be leading a team to be responsible for helping identify business trends and insights, building Quality strategy to support business need and partnering with cross functional teams to improve customer experience.

A Regional Quality Manager 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 insights. This work will be achieved through evacuating QPM engagement by attending site visits, applicable business meetings, and reviewing QPM communication outputs for our internal and external customers.

Additional Requirements

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.