The RCM is responsible for leading a regional team of Specialists focused on Apple Support's programs that help improve customer satisfaction and quality performance. Responsibilities include: - Leads an organisation of approximately ~10 Specialists - Develops and maintains Strategic Quality's presence within the region through effective partnering with cross-functional leaders - Ensures compliance to Quality Standards through root cause analysis of scoring behaviours, transaction monitoring accuracy, and regular calibration - Facilitates Quality Standards accuracy meetings with partners to discuss behavioural business insights and recommendations - Analyses quality data to keep Leadership and stakeholders informed of quality improvement - Balances team workload, including evaluator calibrations, business insight initiatives and project work - Develops business recommendations to improve adoption of quality standards