JOB SUMMARY:The Performance Improvement Specialist will create a Customer Experience Culture by providing daily skill development and coaching of Customer Service Center Representatives to promote positive communication, service excellence and encourage teamwork in a Customer Service Center Environment. They will be responsible for coaching and developing a team of Customer Service Center Agents in an effort to exceed the performance metrics and deliver excellent customer service. In addition, they identify coaching opportunities from quality assurance monitoring for inbound and/or outbound contacts of the Customer Service Center Representatives. The Performance Improvement Specialist will ensure th