Customer Advocacy Quality Assurance Specialist Austin,Texas,United States Support and Service 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. **Minimum Qualifications** + 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. **Key Qualifications** **Preferred Qualifications** + 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. **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 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. 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) .