Quality Assurance Intern - Bordeaux, France - Back Market

Back Market
Back Market
Entreprise vérifiée
Bordeaux, France

il y a 2 semaines

Sophie Dupont

Posté par:

Sophie Dupont

beBee Recruiter
Description

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 crossdepartmentally 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)
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