Quality Assurance Specialist customer Care

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, working in our Customer Care and Operations department, 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 German 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 German 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 German 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 German 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

**WHY SHOULD YOU JOIN US ? ✌**
- **A meaningful job**: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts
- **A meaningful company**: we became a mission-driven company in January 2022.
- **Be part of a worldwide growing company **based in Europe, the USA and Asia to face **great challenges**: you will have the freedom to innovate and adopt new ideas
- **Work alongside passionate experts**:who will share their knowledge and help you develop and grow in your career.
- **Grow your career**: with a flexible career path and a dedicated Learning & Development team. Back Market will help you evolve with personalized internal trainings and external handpicked providers from day 1
- **Leadership Academy by Back Market**:“be a coach not a dictator” is at the core of this program We train and enable all our leaders to support their team towards achieving goals. Be a manager at Back Market is an unique experience we take by heart.
- **An attractive salary, equity and a host of benefits including**: Lunch voucher, health insurance, relocation package, paid time off for activism in your community, parental benefits, flexible hours, etc
- **Remote friendly company**: up to 3 days of remote work per week
- **One Loving Tribe**: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
- Be part of one of our **Employee Resource Groups **createdaround shared identities, common backgrounds and/or special interests crafted to be a safe space and an expressive outlet.
- **Several internal events**: The Monday Brief (weekly)/ The Somehands (monthly)/ The All Hands (annual).
- **We’re here to SABOTAGE**: It’s our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.

Back Market is an Equa