Business Performance Analyst

Job summary
Salary: Not specified
No remote work
Skills & expertise
Generated content
Google suite

Back Market
Back Market

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The position

Job description

Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting!).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

About the role :

The Quality Assurance (QA) team drives value by ensuring business factors impacting customer experience and risk are quantified, shared and resolved, improving our overall customer experience. The team regularly reviews customer contacts across all support channels focusing on business, compliance, and customer focus areas, ensuring interactions with our customers are in line with expectations and Back Markets Core Values and Beliefs.

Your Mission (If You Accept It): 🚀

  • Collaborate with BPO (business process outsourcing) partners to perform quality analyses and support teams in auditing customer service interactions, providing analytics, and conducting calibrations.
  • Provide data analysis for a given market as well as coaching for auditors, utilizing actionable insights to enhance customer experience and operational efficiency.
  • Measure customer experience through quality evaluations and CSAT (STAR) survey responses.
  • Monitor call center metrics such as AHT and Time to Solve to gauge operational efficiency.
  • You’re At The Right Place If: ⭐

  • Ability to analyze data and provide actionable insights
  • Proficiency with electronic tools to help manage and track work (e.g. Google Suite, Excel, Confluence etc.)
  • Proven ability to effectively work cross-departmentally to drive change
  • Effectively communicate with individuals at all levels internally and externally
  • Fluent in both English and Spanish. (or French)
  • About the internship: 📜

  • Starting date is July 2024 
  • Duration : 6 months
  • Location : Bordeaux, France
  • --> You must be enrolled in a school that provides internship contract
  • Recruitment Process: 🚦

  • Interview (Video call on Zoom) with Fleur, Talent Acquisition Specialist
  • Technical test (Home assignment)
  • Technical fit Interview (Video call on Zoom) with Florian (Head of BPO Management)
  • Cultural fit Interview (Video call on Zoom) with Vivien (Head of After sales Operations)

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, multiple benefits (meal tickets, health insurance, etc...), internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.

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