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Quality Program Manager, Retail Customer Care

Apple· Support and Service
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ShanghaiFull-timePosted 4w ago

About the role

Quality Program Manager role within Apple’s Retail Customer Care (RCC) Quality team. Collaborates with regional/global Quality Program Managers and cross-functional stakeholders to uphold quality standards, analyze customer expectations, drive quality initiatives, and support sites in achieving customer satisfaction and quality performance.

Responsibilities

  • Collaborate with regional and global Quality Program Managers, RCC leadership and cross-functional stakeholders to uphold quality standards and elevate customer experience.
  • Identify key business trends and insights through targeted contact review and strategic programs to inform regional quality direction.
  • Participate in weekly business reviews; responsible for quality analysis and reporting.
  • Lead and participate in calibration activities; act as an expert in quality standards and align teams with these standards.
  • Apply deep knowledge of business, performance management and vendor management practices.
  • Articulate and analyze customer expectations, satisfaction, service trends and ethical/operational policies.
  • Support and guide sites and business partners to achieve goals in customer satisfaction and quality performance; build behavior-based coaching plans using qualitative and quantitative insights.
  • Influence management, adopt best practices and conduct root cause analysis on customer dissatisfaction or non-adherence to critical processes, through a quality lens.
  • Coordinate with peers to set direction and ensure consistency across the network.

Qualifications

  • 5+ years of experience in a quality management or program management role within a contact center, e-commerce or customer service environment
  • Ability to work with and influence cross-functional business partners to create and achieve strategic quality objectives and goals
  • Adapt to changing environments, technology and processes
  • Drive for results with a high degree of determination
  • Superb written and communication skills, including fluency in English, Chinese, and Cantonese
  • Strict adherence to company policy on confidential materials
  • Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions
  • Proven track record in end-to-end customer journey design and leveraging AI capabilities to elevate customer experience
  • Excellent communication and presentation skills (written and verbal) for diverse audiences
  • Strong critical thinking and problem-solving skills with ability to identify root causes and develop effective solutions
  • Proven track record in transactional quality assurance, utilizing call scoring and audits, with knowledge of quality management frameworks (COPC, Six Sigma)
  • Proven ability to manage multiple projects concurrently, prioritizing effectively and meeting deadlines in a fast-paced environment
  • MBA is preferred

Skills

Required:Quality program managementData analysisTableauQuality frameworks (COPC, Six Sigma)CommunicationProject managementLanguage proficiency

Benefits

  • (Not explicitly listed in the description)
Last updated Sep 25, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

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