Quality Assurance Associate

Quality Assurance Associate

This position is completely remote, however, we do require employees to reside in the State of Texas.

Swyft Filings is searching for an experienced Quality Assurance Associate to build even greater confidence with our customers and foster their continued patronage across various lines of business. Our ideal candidate exhibits strong organizational skills, an analytical mindset, a collaborative work style, and is passionate about helping small businesses.

If you're ready for a significant opportunity to take on meaningful responsibilities, bring innovative ideas to our company, and have the drive to follow them through to completion, you're exactly who we're looking for.

About Swyft Filings

Swyft Filings is an online filing service for business formations. More importantly, we're a company that has helped budding entrepreneurs start over 300,000 new businesses (and counting). We take a complex process and automate it to make it easier for small businesses and individuals to launch their business dreams without having to do it wholly on their own or find, hire, and pay high-priced and uncertain legal fees.

About You

This position is all about assessing and improving the quality of customer support we provide. You will be responsible for every aspect of quality, including oversight of training, monitoring metrics, streamlining processes, auditing phone calls and emails to ensure the accuracy of information, identifying common customer issues, and implementing solutions to enhance and perfect our customer service efforts. At Swyft Filings, we appreciate the fact that launching a new business is only second to selecting a partner and having children (some of us think pets are tied, but that's a different discussion). As a result, we care more about quality than quantitative metrics and you share that passion to provide the best possible experience for every customer that contacts us.

As such, you're a self-starter, an analyzer, a problem solver, and a team player – someone who can think on their feet, who doesn't settle for “good enough,” and who is comfortable taking the initiative in an energetic, fast-paced environment. You can multi-task and juggle between different projects and product lines, all with the goal of cultivating a company culture that views exemplary customer support as the driving force behind our success.

What You'll Do

• Continuously analyze data and suggest sustainable process improvements to increase customer loyalty and satisfaction
• Develop a process and guidelines for salvaging at-risk accounts, and train customer service team to handle those situations
• Regularly monitor refunds and chargebacks, develop initiatives to reduce them, and work with the customer service team to implement solutions
• Establish KPIs for the customer service team, and monitor adherence to goals

• Work with the training and development team to optimize our training programs and emphasize the value our services provide to generate sales
• Ensure that our phone agents cultivate positive rapport with customers to encourage repeat business often working with agents 1:1 to improve the customer experience
• Train customer service team to Identify customer service deficiencies and propose training improvements to maximize quality of calls, productivity, and account retention
• Demonstrate a thorough knowledge of e-commerce and our companies' products and services and be able to articulate the benefits they provide
• Develop SOPs for common customer inquiries to enhance productivity
• Review customer interactions via phone, email, and chat to determine root causes of cancellations, refunds, and negative ratings
• Analyze available data and metrics to implement solutions to decrease refunds and cancellations across the board
• Strive to uphold our company values in every interaction by providing top-notch customer service to solidify our companies' reputations as trusted resources for entrepreneurs

What You'll Need

• A minimum of 6 months experience in a customer care role
• The ability to analyze available data and problem solve to make the experience better for customers and customer service representatives
• Exceptional communication skills, both written and verbal
• Experience coaching a team of customer service agents to provide exceptional support
• Comfort with holding others accountable and encouraging them to drive results
• Strong listening, problem-solving, and critical thinking skills
• Ability to create and implement policies to improve the entire customer success team

Benefits:

• Eligible for Medical, Dental, Vision, Life, and Disability Insurance on the first day of employment
• 100% employer-covered medical, dental, and vision insurance for employee-only plan
• 401(k) w/ company match
• Company-issued laptop + Home office stipend
• Competitive Paid Time Off
• Remote-friendly Work Model with office options in Austin and Houston.
• Parental Leave
• Casual Dress Code
• Free Branded SWAG
• Healthy Snacks in Office
• Company Events
• Peer recognition and rewards with Bonusly