Call Audit agent – English Speaker

Job Title: Call Audit agent – English Speaker Report to:  Call Audit Supervisor Location:  Tunis 

Overview of Role: 

We are currently looking for a Call Auditor to assess calls and process 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 Auditor, you will have a highly analytical mind with strong focus on attention to detail.

What you will do:

• Listen to and review daily calls to ensure quality standards and process compliance are met.
• Verify that agents follow correct procedures, scripts, and customer handling protocols.
• Identify care process gaps, coaching needs, and areas for improvement.
• Document audit findings accurately and share them with relevant stakeholders.
• Provide timely, constructive feedback to agents and supervisors based on call evaluations.
• Collaborate with leaders to address performance issues and support agent development.
• Participate in calibration sessions to ensure consistent quality standards across evaluators.
• Assist in developing quality monitoring forms, call scoring criteria, and audit procedures.
• Escalate critical issues or patterns that may impact customer experience or compliance.
• Track and analyze trends in call quality and agent performance.
• Contribute ideas and feedback to improve quality frameworks and contact center processes.
• Support a positive and collaborative team environment focused on service excellence.

 

What we need from you:

• Minimum 1 year experience in Customer Care at National Pen is required
• Ability to maintain professionalism and remain neutral in all situations
• Energetic, self-starter with strong interpersonal, listening, and questioning skills
• Eagerness to learn and adapt to new processes and tools
• Open-minded and flexible in following company guidelines and directions
• Self-motivated and goal-oriented, with a strong drive for results
• A positive attitude and desire to succeed, exceed targets, and thrive in a team-based environment
• Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word)
• Strong verbal and written communication skills
• A reliable team player with a collaborative mindset
• Experience in stakeholder management and cross-functional communication
• Fluent English is a must
• Knowledge of an additional European language (French, German, Dutch, Spanish, or Italian) is a plus

About National Pen

In business for over 50 years, National Pen is a world class provider of personalized marketing solutions. We offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. National Pen operates across 10 locations globally with facilities in Europe, North America, Africa, and Asia and employee over 3500 people through our multi-channel business. 

In December 2016 National Pen Corporation was acquired by Cimpress N.V., a leader in mass customisation. Cimpress employs 10,000 people across 30 countries globally and offers a portfolio of more than 20 successful brands including Vistaprint, National Pen, Albelli, Drukwerkdeal, Pixaprinting, Exprint and WIRmachenDruck. 

 

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