Communication Quality Analyst
Napleton Corporate•Oakbrook Terrace, IL
•Onsite
About The Position
The Communication Quality Analyst, also described as a Call Quality Auditor, monitors and evaluates business phone calls to ensure high-quality customer interactions and effective communication. The role provides constructive coaching and feedback to employees, identifies trends and opportunities for improvement, and recommends best practices to enhance customer experience, operational efficiency, and call quality. The position is on-site in Oak Brook Terrace, Illinois.
Requirements
- High school diploma or equivalent.
- Excellent verbal and written communication skills.
- Strong analytical and critical-thinking abilities.
- Ability to provide objective, actionable coaching.
- Willingness to undergo a background check and drug screen in accordance with local law and regulations.
- Must be 18 years of age or older to comply with the company driving policy.
Nice To Haves
- Experience in quality assurance, customer service, sales, or call center operations is preferred.
- Proficiency with call recording, CRM, and reporting tools is a plus.
Responsibilities
- Monitor and evaluate inbound and outbound business calls.
- Provide timely, constructive feedback and coaching to employees.
- Assess calls for professionalism, accuracy, compliance, and communication effectiveness.
- Identify recurring trends, training needs, and process improvement opportunities.
- Track quality metrics and prepare reports for management.
- Collaborate with leadership to improve communication standards and customer satisfaction.
Benefits
- Medical, dental, and vision insurance.
- 401(k).
- Paid time off (PTO).
- Discounts on products and services.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
