Back

QUALITY, CUSTOMER CARE & SERVICES

Quality Assurance Coach

  • Contract Type: Full-Time
  • Location: New York, United States ()

About

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

Job Description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products. 

Back Market is undergoing meteoric growth and has raised $510 million, with a valuation of $5.7 billion. We have the objective of reaching 600 Back Makers (or Saboteurs) by the end of 2022!

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, New-York, Prague, Berlin and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be part of a great and growing adventure that we hope will change the way the world consumes tech.

As a Customer Service Quality Assurance Coach, you will help Back Market to bring the very best support to our buyer and seller community. We'll rely on you to ensure our outsourced team of customer service agents receive the guidance, support, and coaching necessary to solve our customer’s problems with ease driving a great level of satisfaction. You'll evaluate and analyze data, including customer feedback and agent interactions, to continuously improve the overall quality of our program. You will be an individual contributor reporting to the BPO Manager.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • Analyze agent performance data to identify trends and coaching opportunities
  • Conduct quality reviews every day to maintain good performance and to drive great performance with our BPO partners
  • Identify trends and request training to support improved performance
  • Provide feedback directly to the BPO Manager and BPO leads to improve agent performance
  • Build strong relationships with Back Market teams supporting project and process change compliance through quality checks
  • Report out on collective quality assurance data for all US programs
  • Lead QA calibration for all BPO teams - facilitate sessions with all in-house Team Leads to ensure we are evaluating agents in a consistent fashion
  • Investigate escalated agent interactions identified by our outsourced sites or third-party QA vendor to determine the right course of action
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • Good evaluation skills - ability to understand both good and poor performance for a given situation.
  • Able to interpret quality performance forms and data
  • You are passionate about providing feedback to others to improve performance
  • You can see patterns and trends in data
  • Training and/or Coaching facilitation experience
  • 3+ years of experience as a Sr level customer service agent, trainer, QA analyst or operational leader.
  • WHY SHOULD YOU JOIN US ? ✌🏼

    - An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,

    - Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right).

    - Professional development programs, internal mobility, and the opportunity to make your career what you want it to become.

    - A meaningful mission. But also fun. We're serious about changing the landscape of the electronics industry and we like to keep things spicy.

    - A booming scale-up: we are rapidly growing in Europe, the USA and in Asia!

    - Welcoming, safe, and inclusive working environment where everyone's opinion, differences, and backgrounds are heard and respected.

    Back Market is an Equal Opportunity Employer and we do not discriminate with regards to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, or any other basis protected by applicable law.

    Additional Information

    • Contract Type: Full-Time
    • Location: New York, United States ()