Holman
Business Development Center - Quality Assurance Analyst
Holman, Maple Shade Township, New Jersey, United States
BDC - Quality Assurance Analyst
role at
Holman
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’re seeking a detail‑oriented
Quality Assurance Analyst
to join our Business Development Center team. This hybrid role plays a key part in implementing and managing our QA program, ensuring high standards in customer interactions and supporting continuous improvement across the team.
Key Responsibilities
Implement and manage the Calabrio QA program for phone and text‑based interactions
Monitor, review, and evaluate recorded calls and messages to support Calabrio AI programming and provide human oversight
Maintain and manage evaluation forms and assurance reporting
Identify and elevate urgent issues to Supervisors/Managers
Analyze trends and training needs, providing feedback to leadership and trainers
Support monthly call calibration meetings and additional monitoring needs
Oversee the Mystery Shop program in collaboration with the Business Development Manager
Qualifications
Bachelor’s degree preferred
Prior experience in call center quality assurance is required
Familiarity with sales and service customer calls is a plus
Strong organizational skills and attention to detail
Proficiency in Microsoft Office Suite
Ability to provide unbiased feedback and communicate effectively
Comfortable working independently and collaboratively
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.
Benefits
Health Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Flexible Spending and Health Savings Accounts
Employee Assistance Program
401(k) plan with Company Match
Paid Time Off (PTO)
Paid Holidays, Bereavement, and Jury Duty
Paid Pregnancy/Parental leave
Paid Military Leave
Tuition Reimbursement
We offer competitive wages that are commensurate with job‑related skills, experience, relevant education or training, and geographic location starting in the range of $23.57 - $34.18 USD per hour.
Artificial Intelligence Statement To maintain the integrity and authenticity of our hiring process, we kindly request that all candidates refrain from using artificial intelligence (AI) tools to generate, assist with, or enhance any part of their application materials (including resumes, cover letters, written and verbal responses, and images) or during any stage of the interview process. We value genuine, original work that reflects your personal experience, skills, and communication style. As part of our commitment to a fair and transparent evaluation process, please be advised that we may use technology to detect AI‑generated content submitted by candidates. Candidates found to have used AI assistance in violation of this policy may be disqualified from consideration.
Equal Opportunity Employment and Accommodations Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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. If you are a person with a disability needing assistance with the application process, please contact HR@Holman.com This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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role at
Holman
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’re seeking a detail‑oriented
Quality Assurance Analyst
to join our Business Development Center team. This hybrid role plays a key part in implementing and managing our QA program, ensuring high standards in customer interactions and supporting continuous improvement across the team.
Key Responsibilities
Implement and manage the Calabrio QA program for phone and text‑based interactions
Monitor, review, and evaluate recorded calls and messages to support Calabrio AI programming and provide human oversight
Maintain and manage evaluation forms and assurance reporting
Identify and elevate urgent issues to Supervisors/Managers
Analyze trends and training needs, providing feedback to leadership and trainers
Support monthly call calibration meetings and additional monitoring needs
Oversee the Mystery Shop program in collaboration with the Business Development Manager
Qualifications
Bachelor’s degree preferred
Prior experience in call center quality assurance is required
Familiarity with sales and service customer calls is a plus
Strong organizational skills and attention to detail
Proficiency in Microsoft Office Suite
Ability to provide unbiased feedback and communicate effectively
Comfortable working independently and collaboratively
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.
Benefits
Health Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Flexible Spending and Health Savings Accounts
Employee Assistance Program
401(k) plan with Company Match
Paid Time Off (PTO)
Paid Holidays, Bereavement, and Jury Duty
Paid Pregnancy/Parental leave
Paid Military Leave
Tuition Reimbursement
We offer competitive wages that are commensurate with job‑related skills, experience, relevant education or training, and geographic location starting in the range of $23.57 - $34.18 USD per hour.
Artificial Intelligence Statement To maintain the integrity and authenticity of our hiring process, we kindly request that all candidates refrain from using artificial intelligence (AI) tools to generate, assist with, or enhance any part of their application materials (including resumes, cover letters, written and verbal responses, and images) or during any stage of the interview process. We value genuine, original work that reflects your personal experience, skills, and communication style. As part of our commitment to a fair and transparent evaluation process, please be advised that we may use technology to detect AI‑generated content submitted by candidates. Candidates found to have used AI assistance in violation of this policy may be disqualified from consideration.
Equal Opportunity Employment and Accommodations Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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. If you are a person with a disability needing assistance with the application process, please contact HR@Holman.com This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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