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 on 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:

• Evaluating Calls - Listen to and evaluate recorded telephone conversations for our North American and ROW markets ensuring all calls are in adherence to company policies and procedures.
• Provide constructive feedback - to agents on their communication skills while identifying areas for improvement and provide training recommendations to their team leads.
• Analyze Data - generate reports on call quality and performance metrics. Submit weekly KPI’s to supervisors and managers.
• Contribute to the development of call center best practices - Support process and quality improvements in the Contact Centers with learnings from National Pen and other channels.
• Collaborate with management - Be able to communicate effectively and give relevant feedback through meetings or emails as required across all levels of the organization. Provide actionable data to various support groups as needed.
• Identify opportunities and issues then determine when escalation is necessary, especially for customer complaints and non-conformance issues. You will manage the quality of all calls.

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 exceeds 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,
• Fluent in English and French

What will we provide:

• The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing business.
• A supportive environment with fantastic opportunities to grow and develop your career.
• A modern, fast paced and exciting company culture.

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.