Back Market
Back Market

Quality Assurance Specialist (French Bilingual)

Résumé du poste
CDI
Bordeaux
Salaire : Non spécifié
Télétravail fréquent
Compétences & expertises
Google suite
Excel
Confluence
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Back Market
Back Market

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Le poste

Descriptif du poste

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.

This role as a Quality Assurance Specialist plays a crucial part in ensuring the delivery of high-quality customer service and operational efficiency within the French BPO Partner network (Call centers). You will work closely with management and support teams to drive improvement initiatives and uphold Back Market's Core Values and Beliefs.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • Implement and manage global Quality Assurance tools, processes, and performance within the French BPO Partner network.
  • Partner with internal Care teams to provide performance and process updates.
  • Collaborate with BPO partners to lead quality analysts and support teams in auditing customer service interactions, providing analytics, and conducting calibrations.
  • Provide data analysis for the French 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 (Customer satisfaction and STAR or Satisfaction After claim Resolution ) survey responses.
  • Monitor call center metrics such as AHT (Average Handling Time) and Time to Solve to gauge operational efficiency.

    • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • Previous experience in a Quality Assurance role, preferably within a customer service environment
  • Strong understanding of customer experience metrics and call center operations.
  • Proficiency in both English and French languages
  • 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
  • Project Management / Six Sigma experience considered an asset
  • Effectively communicate with individuals at all levels internally and externally

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