Communication Quality Analyst

Napleton Corporate•Oakbrook Terrace, IL

11d•Onsite

About The Position

The Communications Quality Analyst is responsible for monitoring and evaluating business phone calls to ensure high-quality customer interactions and effective communication. This 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 overall call quality. The ideal candidate has strong listening, analytical, and communication skills, with the ability to deliver objective feedback that promotes continuous improvement. The Ed Napleton Automotive Group is affiliated with over 25 brands of new vehicles and 50+ dealerships throughout seven states. Our strength comes from the more than 3,500 employees nationwide. We are currently one of the largest automotive groups in the country, providing incredible growth opportunity.

Requirements

High School diploma or equivalent
Excellent verbal and written communication skills.
Strong analytical and critical thinking abilities.
Ability to provide objective, actionable coaching.
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 preferred.
Proficiency with call recording, CRM, and reporting tools is a plus.
Willingness to undergo a background check and drug screen in accordance with local law/regulations

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.