Performance Assurance Coordinator

GoNetspeed • New Gloucester, ME

5d • $50,000 - $55,000

About The Position

As a Performance Assurance Coordinator, you will support the business activities and processes of our residential Customer Support channels and ensure they align with GoNetspeed’s business practices to meet and exceed customer expectations. This is an important role within the customer support organization, and will support the quality, training, and overall performance of customer-facing team members, ensuring optimal customer experience.

Requirements

• Interact with complex databases and management systems supporting customers.
• Effective communicator with excellent people skills.
• Familiar with call recording software, customer billing systems and content design and development.
• Meticulous problem solver with experience improving processes.
• Two years of experience in direct or related industry.
• Associate degree in business or a combination of education and relevant experience.

Responsibilities

• Support departmental business planning to ensure proper deployment of staff for a capacity- driven workforce resource plan.
• Evaluate employee inbound interactions and provide performance assessments based on adherence to GoNetspeed’s business rules and procedures.
• Participate in coaching discussions for the purpose of identifying areas of expertise as well as opportunities for continuous improvement.
• Facilitate weekly and monthly calibration sessions with department leaders and other evaluators to ensure quality auditing guidelines are kept consistent among all evaluators within defined parameters.
• Keep leaders informed on performance with ongoing reporting and target tracking.
• Identify trends and patterns as part of the quality evaluation process and make recommendations on areas for improvement.
• Support the Training department with the development, delivery, and deployment of training initiatives.
• Remain up to date on key workflow changes, operational guidelines, and policy updates.
• Take part in Voice of Customer feedback and analytics and make recommendations for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree