*THIS POSITION IS AN ON-SITE ROLE IN OAK BROOK TERRACE, ILLINOIS
The Ed Napleton Automotive Group is looking for a Communication Quality Analyst based in Oakbrook Terrace.
The Call Quality Auditor 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.
· Pay range of $24.00-$31.00 per hour
· Family Owned and Operated- 90+ years in business!
· Medical, Dental, Vision Insurance, 401k
· For addition benefit information please go to:NapletonCorp.MyBenefitsLibrary.com
· PTO
· Discounts on products and services
· 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.
· This role is ideal for someone who is passionate about developing people, improving communication, and driving continuous operational excellence.
Job Requirements:
· High School diploma or equivalent
· Excellent verbal and written communication skills.
· Strong analytical and critical thinking abilities.
· Ability to provide objective, actionable coaching.
· 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
· 18+ years of age or older to comply with the company driving policy
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws
𝐓𝐡𝐞 𝐍𝐚𝐩𝐥𝐞𝐭𝐨𝐧 𝐅𝐚𝐦𝐢𝐥𝐲 𝐋𝐞𝐠𝐚𝐜𝐲: 𝐀 𝐓𝐫𝐚𝐝𝐢𝐭𝐢𝐨𝐧 𝐨𝐟 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 𝐢𝐧 𝐭𝐡𝐞 𝐀𝐮𝐭𝐨𝐦𝐨𝐭𝐢𝐯𝐞 𝐈𝐧𝐝𝐮𝐬𝐭𝐫𝐲
In 1931, Edward W. Napleton opened his first automotive business on Chicago’s South Side with a $700 loan, a strong work ethic, and a dedication to customer service. His first venture, Napleton Buick Service Station, was built on the values of courtesy and hard work. Alongside Edward was his son, Francis Napleton, who helped drive the business forward during its early years.
Napleton Automotive’s first dealership was a DeSoto franchise. When the brand was unexpectedly discontinued, the family pivoted quickly, aligning with Plymouth and expanding to multiple Chrysler franchises. The foundation laid by Edward and Francis — centered around exceptional customer service and integrity — continues to guide the business today.
Edward F. (Ed) Napleton, the third-generation leader, began his automotive career at a young age, sweeping floors at his father’s dealership. Over the years, Edward Napleton rose through the ranks in various roles, from technician to general manager. At just 23, Ed became the youngest Pontiac dealer in the U.S., awarded a dealership in Blue Island, Illinois.
Today, 𝐄𝐝 𝐍𝐚𝐩𝐥𝐞𝐭𝐨𝐧 𝐀𝐮𝐭𝐨𝐦𝐨𝐭𝐢𝐯𝐞 𝐆𝐫𝐨𝐮𝐩 proudly operates 50 dealerships across seven states, employing over 3,000 individuals. Known for its commitment to community and innovation, the Napleton name has become synonymous with excellence in the automotive world.
Ed Napleton continues to lead the group, overseeing domestic, import, and high-line franchises in Illinois, Indiana, Missouri, Wisconsin, Pennsylvania, and Florida. His commitment to the family business is shared by four of his five children, who have joined him in continuing the Napleton legacy.
