Quality Analyst- BDC (Maple Shade, NJ)

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

We are looking for a Quality Analyst to join our team!

We're looking for an experienced professional with who can help maintain and elevate our customer service standards through consistent quality monitoring. If this sounds like you, please apply!

• Schedule: Monday – Friday  Hybrid Schedule (T, W, TH are in-office days and M & F are remote work option days)
  • 40 hour work week

• Compensation: $24-$28.75/hr DOE

What will you do?

• Own the Calabrio Quality Assurance product, including implementation, ongoing administration, outputs, and recommendations
• Monitor, review, and evaluate customer interactions for all BDC Coordinators and Service Advisors and Multipoint Video Inspections from Technicians. This includes phone calls, text messages, and emails
• Regularly extract and distribute relevant reports to key stakeholders, including management, department heads, and subject matter experts, ensuring timely and accurate delivery.
• Ensure the proper format and clarity of reports, making complex data easy to understand for non-technical stakeholders.
• Analyzes customer interactions and QA data, identifying trends, reporting items in need of immediate attention to the appropriate supervisor/manager and making recommendations to address trends, training needs, and employee coaching
• Leads QA training and provides coaching recommendations to both leadership and Coordinators
• Creates and maintains QA training materials, team huddle presentations, onboarding, and ongoing content courses, initiating and completing changes as needs evolve
• Partners with Operational Trainers to assess and recommend departmental training needs
• Perform all other duties and special projects as assigned

What experience is needed?

• High Energy & Enthusiasm: Must bring a positive attitude, proactive mindset, and enthusiasm to every task. Ability to maintain high morale, even in a fast-paced environment.

• Comfort with Repetitive Tasks: Ability to stay focused and maintain high quality while performing repetitive tasks consistently and efficiently.
• Strong Work Ethic: Willingness to put in the effort, work diligently, and maintain a high level of attention to detail even in a fast-paced setting.
• Resilience: Ability to stay motivated, focused, and productive, even during periods of high volume or repetitive work.
• Time Management: Effective in prioritizing tasks and managing time in a high-energy, fast-paced environment to meet deadlines.
• Prior call center quality assurance experience is a plus
• Familiarity with sales and service customer a plus
• Must be organized and detail oriented
• We encourage recent college graduates to apply! This is a fantastic opportunity for individuals looking to start their career in a dynamic, growth-driven industry. If you're eager to learn, adapt, and make a meaningful impact from day one, we'd love to hear from you!

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; inc