Data Analyst – Quality & Customer Satisfaction

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ Join us as a Compliance Expert Data Analyst to build the analytics foundations that power Qonto's compliance execution. You'll own a brand-new scope — monitoring KYC/KYB funnels, remediation campaigns, and financial exposure — working cross-functionally with Product, Ops, Risk & Compliance, and Internal Control, under the guidance of Alma, our Lead Data Analyst. 👩‍💻🧑‍💻 As a Data Analyst at Qonto, you will Build compliance process monitoring from scratch: You'll build and own the data infrastructure that powers compliance monitoring at Qonto — from onboarding funnel analytics to remediation financial exposure — giving product, operations and compliance teams the self-service tools they need to make decisions without waiting on a data request. Model and transform data with dbt: With the collaboration of Analytics Engineer Team, you'll build end-to-end transformation pipelines from source to consumption layer, keeping metric definitions clean and trusted by non-technical stakeholders. Turn regulatory questions into self-service assets: You'll partner with Product, Ops, Risk & Compliance, and Internal Control to scope and ship analytical tools Own the KYC/KYB funnel analytics end-to-end: You'll deliver insights from CS initiation through KYB validation — refusal reasons, document gaps, lead-time distributions — so teams can act on friction fast. Track remediation campaigns and financial exposure: You'll measure MRR secured, at risk, or lost across active campaigns, with peak intensity in Q4 (budget season) and May–June (reforecast). 🤔 What you can expect A greenfield, strategically critical scope: Qonto is under close regulatory scrutiny — you'll build analytics foundations that matter company-wide, not just for your team. Senior, cross-functional exposure from day one: Product, Ops, Risk & Compliance, Internal Control — few DA roles give you this breadth of senior stakeholder access at this level. Real ownership in the Modern Data Stack: You'll build in Omni and dbt with a high degree of autonomy — no legacy to untangle, just foundations to create. A team where AI is a first-class tool: Unlimited access to AI tools (Claude, Cursor, and more) to evolve how you work, not just output more. ➡️ Your future manager Your manager will be Alma, our Lead Data Analyst for Ops & Finance. Alma knows exactly what it takes to build an analytics function that actually changes decisions, and she'll push you to do the same. Alma reports to Erwan, Director of Business Analytics who oversees the entire Analytics function and ensures alignment across teams. 🏅 About You Compliance or regulated environment experience: You've worked analytically on KYC/KYB, AML, remediation, or similar regulatory/operational processes — and you know how to get credible with those stakeholders fast. Self-service product mindset: You've designed dashboards and models for end-users to explore autonomously, adapting the same dataset from ops-level (daily SLA tracking) to exec-level (budget readouts). Cross-functional stakeholder management: You've juggled competing analytical priorities across multiple teams — and you know how to scope clearly, push back when needed, and drive adoption. Strong SQL and data modelling skills: You've built end-to-end transformation pipelines, enforced data quality, and made non-technical stakeholders trust your numbers. AI-native workflow: You actively use AI tools to accelerate your analytics work — from data modelling to stakeholder communication — and you're genuinely curious about going further. Language: Fluent in English. At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

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. Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have. Are you ready to join us? Back Market runs on data. Every insight we surface, every model we build, every anomaly we catch is a step toward making refurbished tech the world's obvious choice — not the alternative. Our Data, Analytics & Insights team is expanding, and we're opening three analytical ownership roles at once: Strategy & Commercial, Customer Care, and Shipping & Logistics. One application. One process. We'll find the best fit together. Wherever you land, you'll own a domain end-to-end — from the data model to the boardroom decision. These aren't reporting roles. They're roles where your analytical judgment drives real business direction. YOUR MISSION (IF YOU ACCEPT IT) 🥇 Customer Care Analytics * Own the measurement of customer satisfaction across all care channels — diagnosing root causes, quantifying downstream impact on retention, and delivering insights that improve operations * Build evaluation frameworks for AI-powered care tools (chatbots, automated resolution, agent assist) — measuring deflection rates, resolution quality, and cost-per-contact * Translate care contact patterns into product root-cause insights that directly reduce Contact Rate and improve Perfect Order Rate Across all domains, you'll: * Own your analytical domain end-to-end — from data model to decision, you're the go-to person * Partner directly with senior leadership — not just delivering analyses, but shaping the questions we ask * At Staff level: mentor junior analysts and raise the bar for how the team approaches problems 🛠️ Tech Stack What the team works with day-to-day: * Data Warehouse: Google BigQuery * Transformation: dbt * Visualisation & BI: Omni, Amplitude * Languages: SQL (essential), Python (very useful) * Care tooling: Zendesk, Intercom * Experimentation: A/B testing and incrementality frameworks YOU ARE IN THE RIGHT PLACE IF ⭐ You have: * Strong SQL proficiency and comfort working with large, complex datasets — you can build the query and explain what the result means for the business in the same breath * A track record of owning analytical problem spaces end-to-end — outcomes that shaped business direction, not just answered one-off questions * A rigorous analytical mindset: you understand causal vs. correlational reasoning, know the limits of your data, and can design a measurement framework from scratch * Excellent communication and storytelling skills — you distil complex, multi-variable analyses into crisp narratives that move senior stakeholders to act * Experience in business analytics, commercial strategy, or a customer-facing operations domain (marketplace, e-commerce, logistics, or similar) * 5+ years of experience in data analytics, or equivalent hands-on analytical ownership Nice to have: * Python proficiency for statistical work, modelling, or analytical automation * Domain familiarity: pricing/revenue management for Commercial; care platform experience (Zendesk, Intercom) for Care; logistics or carrier analytics for Shipping * Experience designing experiments in an operational context (A/B tests, holdouts, or incrementality measurement) Even if you don't tick every box, we encourage you to apply. We value diverse analytical backgrounds and unconventional paths to expertise. WHY SHOULD YOU JOIN US ? ✌🏼 At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives — it’s one of the reasons we’re such a high-scoring certified B Corp company (93.2). No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like: - A mission driven work environment where your day to day makes an impact on the planet. Seriously. - Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days. - Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training. At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We’ve embedded our diversity, equity, and inclusion principles into our DNA — from dedicated staff to employee resource groups to our company values. We know that the perfect background for a role doesn’t mean the perfect fit — we encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.