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.