Customer Advocacy Quality Assurance Specialist

Summary

Posted: Dec 20, 2024

Role Number:200584499

Join a dynamic and innovative team at Apple as a Customer Advocacy Quality Assurance Specialist. In this role, you'll contribute to maintaining and improving the quality of our Customer Advocacy Team (CAT) processes. Collaborate with leaders and advisors to ensure seamless workflows, insightful evaluations, and impactful recommendations that drive our organization forward.

Description

As a Customer Advocacy Quality Assurance Specialist, you'll thrive in a fast-paced environment, helping to ensure our quality standards remain exceptional. You'll craft meaningful survey questions, complete thorough evaluations, and provide actionable insights to stakeholders. Your work will directly influence Customer Advocacy Team's efficiency and alignment with organizational goals. Key Responsibilities: -Design and refine survey questions to support investigations. -Conduct Quality Evaluations and survey audits to ensure accuracy. -Report monthly summaries and findings to Leadership. -Manage assigned tasks and projects independently, ensuring timely delivery. -Provide guidance to CAT Advisors via the Ask-QAS Slack channel. -Execute CAT Recommendations processes effectively. -Support leadership initiatives and execute projects that align with quality goals.

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• Experience as a Customer Advocacy Phone Advisor.
• Proven ability to maintain high performance in a fast-paced environment.
• Exceptional attention to detail.
• Strong time-management and organizational skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to collect, analyze, and visualize data.
• Familiarity with the CATrec process and North Star systems.

• Skilled in writing and delivering constructive feedback.
• Experience developing and presenting Keynote training sessions.
• Advanced proficiency with Wrike, Miro, and Tableau.
• Expertise in drafting and deploying surveys via Apple Survey.
• Experience curating Chorus pages and developing support documentation.
• Ability to manage competing priorities while meeting deadlines.

• 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. Learn more about your EEO rights as an applicant.