Carpe Facto Investigation Quality Lead

Company: Apple Inc.
Location: Cary
Posted on: March 12, 2025

Job Description:

At Apple, we believe that dedication, a fun environment, creativity, and innovation fuel the ultimate customer experience. 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. Additionally, you will provide 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 on business needs
• Flexibility working in a fast-paced, dynamic organizationMinimum Qualifications

• Currently working in Carpe Facto
• At least one year of experience in Carpe FactoPreferred Qualifications
  • Passion for coaching and leading your peers and team
  • Exceptional knowledge of Carpe Facto procedures and concepts
  • Advanced judgment and problem-solving skills
  • Strong organizational and multitasking abilities
  • 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 diversityApple 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.
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Keywords: Apple Inc., Cary , Carpe Facto Investigation Quality Lead, Other , Cary, North Carolina