Customer Care Quality Analyst Intern (US-English Required)

Your mission, if you accept it !

• Quality assessment : You will evaluate, on a weekly basis, a sample of US help requests to assess the level of Agent Quality and understand the root cause of customer dissatisfaction.
• Calibration meetings : You will own a weekly call with the agent’s supervisors to align on the quality assessments of the week and agree on necessary corrective actions.
• Business review meetings : You will be responsible for providing root cause analysis on the US after sales customer satisfaction
• Project Management : You will build and deliver corrective action plans to raise the level of agent quality dedicated to US customers. Action plans will include process revamp recommendation, content revamp recommendation, workshops, mentoring and training.

You’re At The Right Place If:

• You are a problem solver, you have a high level of determination and a “can do” attitude
• You are a doer, and you embody outstandingly the mantra “Humble heart, dirty Hands” 
• You are a fluent US English speaker. You have excellent writing and speaking skills in US English, you are able to provide advice on the suitable tone of voice to use when taking care of US customer.
• You are data driven, you know how to conduct analysis with Excel, BigQuery is a strong plus
• You have good communication skills, you are able to animate a meeting with various stakeholders

About the mission :

• Starting date is July 2025 
• Duration : 6 months
• Full-time
• Location : Bordeaux, France

Recruitment Process :

• Technical Interview and live case study (Video call on Zoom) with Camille (Senior Lead Customer Care Operations)
• HR Interview (Video call on Zoom) with Julie, Campus Manager
• Cultural fit Interview (Video call on Zoom) with another person in the team