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Global Goldstar Call Auditor - Bilingual (English & French) at National Pen

Global Goldstar Call Auditor - Bilingual (English & French)

National Pen Tunis, TN Full Time
Required languages: Dutch / English / French / German / Italian

Job Title: Global Goldstar Call Auditor - Bilingual (English & French)

Report to:   Call Audit Supervisor

Location:  Tunis

Overview of Role:

We are currently looking for a Call Audit Agent to assess calls’ compliance with our policies and quality parameters.  You will be responsible for calibrating calls while using a specific scores scale, identifying areas of improvement in calls or non-compliance issues and providing direct feedback which will impact our customer experience.

As a Call Audit Agent, you will have a highly analytical mind with strong focus on attention to detail.


Performing the role in line with the Goldstar Values:

Family - Treating our customers and our Goldstar team members like family

Simplicity - Ensuring all of our solutions we supply for our customers are easy with no hassle

Delighting our customers – We ensure every customer enjoys working with us by exceeding their expectations and providing the highest level of customer service and a quality product

Work hard, play hard - Work hard and give our all and at the same time love and enjoy what

What you will do:

  • Perform daily checks on calls to ensure the highest level of interaction is captured and performed by all teams.  Provide feedback to supervisors on any issues.
  • Have the ability to identify, discuss and resolve issues
  • Possess exceptional listening skills for calls calibration and identifying their specific details
  • Provide actionable data to various support groups as needed
  • Work closely with management
  • Be able to communicate effectively and give relevant feedback as required across all levels of the organization
  • Support process and quality improvements in the Contact Centre
  • Identify opportunities and issues, then determine when escalation is necessary
  • Investigate and respond to all calls quality issues
  • Interpret Care report data
  • investigate customer complaints and non-conformance issues
  • Prepare and submit reports to the Care management team
  • Prepare and submit reports to supervisors and managers
  • Perform verification and assess compliance with policies and calls quality parameters

What we need from you:

  • Have the ability to maintain professionalism under pressure and neutralism
  • An energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills
  • Have eagerness to learn new things
  • Open-minded and capable to adapt to all company’s directions and processes.
  • Self-motivated and goal oriented
  • The desire to be successful exceed targets and integrate into a team-based organization
  • Advanced MS office ( Excel / Power Point /Word )
  • Excellent communication skills
  • Be a good team player
  • Strong stakeholder management experience
  • Knowledge of one additional European Language: French, German, Dutch, Spanish, Italian,
  • Fluency in both English and French languages, including excellent speaking and writing skills


About Goldstar:

Goldstar, part of the global National P en Group, is Europe’s fastest growing Trade Supplier.  Goldstar is becoming famous for unbeatable value metal and full-colour writing instruments, bags and drinkware, combined with headache free all-inclusive pricing and a passionate team who will do whatever it takes to delight their customers.  Goldstar’s mission is to become the best supplier in the industry and to make all distributors love Goldstar. 

Recommended Skills

  • Active Listening
  • Analytical
  • Attention To Detail
  • Auditing
  • Calibration
  • Communication
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Job ID: 1301