Customer Care Quality Analyst Intern US Market
Customer Care Quality Analyst Intern US Market
Posted on :
27-04-2025
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1 Vacancy
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Job Description
Hi were Back Market.
Were here to help make tech reliable affordable and better than new. Were a global marketplace for refurbished devices helping lower our collective environmental impact by providing trustworthy affordable tech with 92 less carbon emissions than new.
Yep you read that right. Turns out refurbished tech is way better for the planet than new. In fact With every device purchased on Back Market our positive impact on the planet grows. From our Customer Care representatives to our software engineer every individual at Back Market cuts the planet and consumers a break. Our mission is simple: to do more with what we already have.
Are you ready to join us
The Agent Quality team assesses and improves Back Market Customer care Agent performance by reviewing customer help requests to ensure excellent customer service.
We have therefore two main missions 1 Assess the global level of Agent quality by reading and rating help requests and 2 provide all necessary actions to raise our standards (coaching mentoring training).
Your mission if you accept it !
- Quality assessment : You will evaluate on a weekly basis a sample of US help requests to assess the level of Agent Quality and understand the root cause of customer dissatisfaction.
- Calibration meetings : You will own a weekly call with the agents supervisors to align on the quality assessments of the week and agree on necessary corrective actions.
- Business review meetings : You will be responsible for providing root cause analysis on the US after sales customer satisfaction
- Project Management : You will build and deliver corrective action plans to raise the level of agent quality dedicated to US customers. Action plans will include process revamp recommendation content revamp recommendation workshops mentoring and training.
Youre At The Right Place If:
- You are a problem solver you have a high level of determination and a can do attitude
- You are a doer and you embody outstandingly the mantra Humble heart dirty Hands
- You are a fluent US English speaker. You have excellent writing and speaking skills in US English you are able to provide advice on the suitable tone of voice to use when taking care of US customer.
- You are data driven you know how to conduct analysis with Excel BigQuery is a strong plus
- You have good communication skills you are able to animate a meeting with various stakeholders
About the mission :
- Starting date is July 2025
- Duration : 6 months
- Fulltime
- Location : Bordeaux France
Recruitment Process :
- Technical Interview and live case study (Video call on Zoom) with Camille (Senior Lead Customer Care Operations)
- HR Interview (Video call on Zoom) with Julie Campus Manager
- Cultural fit Interview (Video call on Zoom) with another person in the team
WHY SHOULD YOU JOIN US
At Back Market were committed to hiring and supporting diverse teams of people from all backgrounds experiences and perspectives its one of the reasons were such a highscoring certified B Corp company 93.2.
No matter your role and seniority level youll enjoy impactdriven work with handson career development in an innovative driven and fastpaced environment with benefits to match like:
A mission driven work environment where your day to day makes an impact on the planet. Seriously.
Hybrid work environment with 2 remote days a week and 1 remote work week per quarter plus 3 flex days.
Employee Resource Groups including mentorship programs comprehensive accessibility policies and cultural competency training.
At Back Market we strive to create a workplace that embodies the world were trying to change. Weve embedded our diversity equity and inclusion principles into our DNA from dedicated staff to employee resource groups to our company values.
We know that the perfect background for a role doesnt mean the perfect fit we encourage you to apply for a role even if you think you may not have all the qualifications.
If reasonable accommodations are needed for the interview process please do not hesitate to discuss this with the Talent Acquisition Team.
Required Experience:
IC
Employment Type
Intern
Key Skills
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