Performance Assurance Coordinator

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

General Summary:
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.

Essential Job Functions:
· Support departmental business planning and ensure proper deployment of staff per a capacity driven workforce resource plan.
· Evaluate employee inbound interactions of and complete performance assessments which encompass GoNetspeed’s business rules and procedures.
· Participate in coaching discussions, to identify areas of expertise as well as opportunities for continuous improvement.
· Facilitate weekly and monthly calibration sessions with department leaders and other evaluators and 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.

Knowledge, Skills, and Abilities:
· 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.

Education and Experience:
· Two years of experience in direct or related industry.
· Associate degree in business or a combination of education and relevant experience.

You will thrive in this role if you’re an effective communicator with excellent people skills. To be successful, you will need to be familiar with call recording software, customer billing systems and content design and development.

If you are a meticulous problem solver with experience improving processes, this opportunity could be a great fit.

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.