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Apple Jobs for Program Manager in Chandigarh

    Website Apple

    Job Description:

    The QPM will follow a structured process for identifying issues and help the contact centers and 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 and team performance as necessary to maintain consistency and to help achieve performance goals.

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    Job Responsibilities:

    • Regular call monitoring to stay current with the Advisor/Customer interaction.
    • Ensure compliance to goals and behaviors through daily performance management and weekly/monthly root cause analysis of appropriate logging behaviors, transaction monitoring accuracy, CSAT/DSAT and calibration
    • Facilitate regular quality review meetings to guide and understand compliance and success to targets to ensure a consistent Apple Customer experience.
    • Create and analyze quality reports required to keep management, sites and customers advised of quality progress.
    • Conduct regular one to one meetings with Primary and Secondary Customers and management as required.
    • Conduct regular customer observation activities including coaching observations, round tables to ensure quality standards are adhered to.
    • Facilitate regular joint contact monitoring sessions to promote intra-site calibration on the best methodologies for call handling and troubleshooting.

    Job Requirements:

    • Proven track-record leading trade associations on environmental matters, or established environmental professional, preferably on circular economy or related fields
    • Outstanding verbal and written communication skills, where proficiency in English is essential
    • Demonstrated ability to influence others.
    • Consistent record of navigating large or complex organizations
    • Expert ability to establish, develop and maintain relations to institutional and non-institutional partners
    • Thrives in work environments that require independence

    Qualification & Experience:

    • College Degree preferred, or comparable experience

    Job Details:

    Company: Apple

    Vacancy Type: Full Time

    Job Location: Chandigarh, Haryana, IN

    Application Deadline: N/A

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