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.

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
• Customer Care experience is required 
• 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, is an advantage.
• Fluent in English