BDC/Communication Quality Analyst
$49,920–$64,480 year
On-siteOakbrook Terrace, Illinois, United States
Job Summary
Monitor and evaluate inbound and outbound business calls for professionalism, accuracy, compliance, and communication effectiveness. Provide timely, constructive feedback and coaching to employees while identifying recurring trends, training needs, and process improvement opportunities. Track quality metrics, prepare reports for management, and collaborate with leadership to enhance customer experience and operational efficiency. This role supports the Ed Napleton Automotive Group's network of over 25 brands and 50+ dealerships across seven states, focusing on driving continuous operational excellence and customer satisfaction.
Required Qualifications
- 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
- Willingness to undergo a background check and drug screen in accordance with local law/regulations
Desired Qualifications
- Experience in quality assurance, customer service, sales, or call center operations preferred
- Proficiency with call recording, CRM, and reporting tools is a plus
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