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QUALITY, CUSTOMER CARE & SERVICES

BuyBack Quality Performance Analyst - Internship

  • Contract Type: Internship
  • Location: Bordeaux, France ()

About

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Job Description

Buyback: is a service for clients to send their old phones/tablets to merchants for compensation. It's a super fast growing service, that's only present in France & Netherlands at the moment and we are looking for someone to join the team as Quality Performance Analyst.

This role definitely has the analytical side of the business but you'd be also working a lot with other teams. That's why we're looking for someone with a strong analytical background and very solid communication skills.

Your missions:

  • Quality improvements (Charter, KPI…) 
  • Start with an audit of the current situation (understand our contacts, identify pain point)
  • Adapt the charter to buyback requirements
  • Create the Quality NorthStar KPI for BuyBack and launch accordingly dashboards, steerco...
  • Quality process - merchants side: 
  • Process: setting up mystery orders, adapting the NMO, Monitoring Period… 
  • Sanctions: Limitations, exits, …
  • Algo: push quality in the buyback algo
  • Train QAM/AM on these processes to help them improve their merchants and share with them processes meanings
  • CX process/projects 
  • Give empowerment to customer care team so we can really help customers when they contact us - in relation with the CX process and Quality project team
  • Fight for Buyback parity (SOS button, SAV blackout...) - in relation with the Quality project team
  • You're at the right place, if:

  • English is no brainer for you & you also speak excellently in French
  • You have prior internship experiences in analytics & e-commerce area (like marketing, or sales)
  • You want to start your internship around April & spend 6 months with us ;)
  • You've used SQL before, if you used Snowflake or Salesforce - it's a plus
  • You have great communication skills & like to work with many different people
  • You love to deep dive into data and help others to make the best decisions
  • Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Internship
    • Location: Bordeaux, France ()