APAC Quality Operations Manager

Requisition Number 6088470
Job title APAC Quality Operations Manager
Location Singapore

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City
State/Province
Job type Full Time

Job description The APAC Quality Operations Manager is responsible for leading a team of Quality Program Managers (QPMs) in the Asia-Pacific region to support the AppleCare contact center's internal and vendor sites in achieving quality and CSAT goals.

The focus of the role is on ensuring that all QPMs are helping their respective sites and business partners to achieve business targets through coaching of management personnel and through root cause analysis of the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. The Quality Operations Manager will also identify commonalities from site-level and line-of-business-level investigations, and recommend region-wide initiatives to improve customer satisfaction and quality adherence by working with site management, training, procedures, and tools teams.

The responsibilities of the AppleCare Tech Support Quality Manager include, but are not limited to:

.Helping the team to drive the goals outlined for Quality Program Mangers
.Ensuring that all Quality Program Managers are helping their respective sites and business partners to achieve business targets through coaching of management personnel and through root cause analysis of the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices.
.Identifying commonalities from site-level and line-of-business-level investigations, and recommend region-wide initiatives to improve customer satisfaction and quality adherence by working with site management, training, procedures, and tools teams.
.Working closely with the APAC Vendor Managers and Singapore Contact Center Site and Area Managers to ensure targets are being met in the region, and that all internal lines of business and vendor sites are receiving sufficient support from the APAC Quality Program Managers.

In supervising the APAC Quality Program Managers, the Quality Operations Manager will engage in the following activities:

.Support QPMs in undertaking root cause analysis and developing successful action plans for their sites/business partners
.Coordination with Training and Support Programs team to ensure efficient roll out of new initiatives and to drive ongoing improvement of agent tools, resources, processes, and procedures
.Coordination with Vendor Management and Internal Site Management to ensure all teams are working toward consistent performance goals
.Regular Travel with QPMs to visit their respective sites in order to ensure they are achieving goals using consistent approaches.
.Ensure QPMs are taking a consistent approach with regard to how key metrics are collected, understood and acted upon within the team
.Ensure QPM accountability for their roles in the transaction monitoring calibration process and their level of calibration with the team
.Provide QPMs with ongoing development and feedback
.Active engagement in all the activities of QPMs

Requirements:

.Demonstrated management, performance management, and coaching success
.High degrees of professionalism with exceptional communication and relationship-building skills
.Demonstrated creative problem solving skills
.Must be able to deliver clear and concise feedback
.Frequent travel required
.7+ years of call center experience
.College Degree

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