Call Audit agent – English Speaker

Tunisia - Tunis Tunisia
Job Title: Call Audit agent – English Speaker
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.



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 

#LI-Onsite #LI-MT1

Post date: 22 May 2024
Publisher: Bayt
Post date: 22 May 2024
Publisher: Bayt