TEMP - Call Center, Quality Analyst I - ELS

About Blackhawk Network Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview The Call Center Quality Analyst will be responsible for evaluate calls to ensure call quality, customer service, adherence and procedures.

Responsibilities

• Responsible for providing coaching and feedback to develop and align customer service representatives with business requirements define in the quality form
• Develop projects to improve overall QA scores
• Lead internal and externa calibrations to make sure we comply with company regulations and standards
• Participate in calibration sessions and maintain calibration accuracy at goal

Qualifications

• Bachelor's degree in business administration / Marketing / related careers (At least 2 years of studies)
• Team Work
• Analytical skills and detail oriented
• Coaching Skills
• Microsoft Office Basic-Intermediate knowledge
• Time Management abilities
• Customer service oriented
• Leadership Skills

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results. Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

Employment is contingent upon the successful completion of a background check and drug screen.

Requirements (E) Pass background check and drug screen check