Quality Assurance Analyst

Philadelphia Support Center (HQ) /
Customer Service /
Full Time
/ Hybrid
Insomnia Cookies is on a journey to become the most imaginative sweet indulgence brand in the world. As we grow our company and community of Insomniacs, we actively adding a full-time hourly Quality Assurance Analyst to our Customer Service team!  Reporting directly to our Customer Experience Manager, the QA Analyst will be responsible for assessing the quality of the performance of our call center associates who engage with our existing and potential customers.  The QA Analyst will also monitor inbound and outbound calls and email responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will also assist in evolving, modernizing, and implementing new call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed, to enhance the overall Insomniac experience. 

·         Excellent comprehensive benefits coverage that includes medical, dental, vision & pet insurance plans
·         3 weeks paid vacation, 5 paid sick days plus 2 paid Insomnia Cookies wellness days
·         Pay on Demand (why wait until the end of the week…get paid your earned wages at the end of the day!)
·         Company issued laptop
·         Free cookies, employee discount, branded swag and so much more!

·         Participates in design of call monitoring formats and quality standards. 
·         Performs call monitoring and provides trend data to CS Leadership team.  
·         Uses quality monitoring data checklist to compile and track performance at team and individual level. 
·         Performs monitors of customer care email responses. 
·         Participates in customer and client listening programs to identify customer needs and expectations. 
·         Provides actionable data to various internal support groups as needed. 
·         Coordinates and facilitates call calibration sessions for call center staff.
·          Partners with Call Center Trainer for new hire training/mentoring
·         Coach Call Center Reps on Call and digital contact handling on a biweekly basis
·         Provides feedback to call center team leaders and managers.
·         Prepares and analyzes internal and external quality reports for management staff review. 
·         Perform other duties as assigned. Including but not limited to fielding customer calls or digital contacts, assisting with supervisor overflow, participating in conference calls, etc.   

·         Must have 2-3 years Call Center/Quality Assurance experience
·         Must be able to commute to the Center City Philadelphia office at least 4 times a month
·         Outstanding customer service skills and dedication to providing exceptional customer experiences
·         Must be self-motivator and self-starter
·         Focus on quality and customer service
·         Exceptional listening and analytical skills
·         Solid time management skills
·         Must be able to effectively deal with people at all levels inside and outside of the Company
·         Creative ability & writing proficiency
·         Ability to multitask and successfully operate in a fast paced, team environment
·         Must adapt well to change and successfully set and adjust priorities as needed
·         Must be proficient with Microsoft Office (intermediate Word and Excel)
·         Ability to work “non-traditional” hours in a hybrid environment 
·         Must be able to commute to the Center City Philadelphia office at least 2-4 times a month
$15 - $16 an hour
About us:
Insomnia Cookies was founded in a college dorm room by then-student, Seth Berkowitz. Fast forward 19 years and so. many. cookies. later, our innovative bakery + delivery concept has become a cult brand known for its rabid following of cookie lovers who crave Insomnia’s warm, delicious delivery all day and late into the night. With an expanding footprint of over 235 stores nationally, an experiential, “sweet-easy” concept as the brand’s flagship in Philadelphia, Pa. (where Insomnia Cookies is headquartered), and a rapidly-growing nationwide shipping and gifting portfolio, Insomnia Cookies is revolutionizing the cookie game by truly "Imagining What’s Possible"!