Carpe Facto Investigation Quality Lead Cary,North Carolina,United States Support and Service At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Building this environment starts with you! The Investigation Quality Lead team is looking for an individual to provide coaching support to Carpe Facto Advisors. In this role you will be tasked with providing written and verbal feedback to Advisors about their customer interactions and data gathering. Your feedback will affect Carpe Facto's ability to report meaningful data points to our Engineering stakeholders. In addition, you will be tasked with providing continuing education through presentations and training initiatives to a large and diverse organization and provide dynamic leadership as a subject matter expert for investigations. **Description** - Providing prompt, consistent and accurate written and verbal coaching feedback to internal Advisors - Mentoring and developing Advisors' technical and soft skills - Collaborating with Team Managers and other members of Carpe Facto Leadership and AppleCare Engineering - Identifying and escalating trends in Advisor behaviors to the appropriate responsible party - Presenting technical and procedural topics to audiences that may scale to the entire Carpe Facto organization - Assisting with any assigned projects based business needs - Flexibility working in a fast-paced, dynamic organization **Minimum Qualifications** + Currently working in Carpe Facto + At least one year of experience in Carpe Facto **Key Qualifications** **Preferred Qualifications** + Passion for coaching and leading your peers and team + Exceptional knowledge of Carpe Facto procedures and concepts + Advanced judgement and problem-solving skills + Strong organizational and multitasking abilities + Outstanding time management skills + Excellent written and verbal communication skills + Resourcefulness and flexibility + Strong interpersonal skills with key strengths in professional collaboration + Makes space to listen, learn, and amplify diverse perspectives and experiences + Actively seeks out opportunities to champion and celebrate inclusion and diversity **Education & 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.Learn more about your EEO rights as an applicant. (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) **Apple Footer** 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 (Opens in a new window) . Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) . Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) . Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.