Senior/Staff Data Analyst – Care Analytics

Hi, we’re Back Market. We’re here to help make tech reliable, affordable, and better than new. We’re a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.
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YOUR MISSION (IF YOU ACCEPT IT):
Care Analytics
Own the measurement of customer satisfaction across all care channels — diagnosing root causes of dissatisfaction, quantifying their downstream impact on retention and trust, and delivering operational insights that drive real improvements in BPO performance and agent management.
Build and maintain rigorous evaluation frameworks for AI‑powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost‑per‑contact to ensure our automation investments actua...