Remote Sales Quality Analyst & Process Coach

Restaurant Supply LLC; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Remote work

With equipment

Paid leaves

13th month

Job summary

Restaurant Supply LLC in the Philippines is seeking a Sales Quality Analyst to monitor, evaluate, and improve the quality of customer and sales interactions across the team. You will establish a data-driven quality framework, align with policies, call flows, and customer experience standards.

Responsibilities include regular call audits, identifying gaps, providing actionable coaching inputs, maintaining quality reports, and supporting Training and HR with objective data.

Qualifications

• 2-3 years of BPO/contact center experience.
• Strong sales/customer service background.
• Hands-on experience evaluating customer interactions and applying quality standards.
• QA/QC experience preferred.
• Strong communication skills.
• Excellent analytical skills.
• Strong attention to detail.
• Experience reviewing customer interactions.
• Knowledge of call-flow methodology.
• Understanding of sales behaviors.
• Strong Excel/Google Sheets skills.
• Ability to create reports and dashboards.
• Coaching and feedback skills.
• Ability to identify behavioral and performance trends.
• Experience supporting Training and Operations teams.

Responsibilities

• Conduct regular call audits and quality evaluations using established scorecards and standards.
• Monitor agent adherence to call flow, customer triaging, probing, sales practices, and customer experience standards.
• Identify performance, compliance, training, and process gaps and provide actionable feedback.
• Analyze quality trends and recommend coaching, training, or process improvements.
• Partner with Training and Operations to address recurring performance issues and validate improvement.
• Maintain accurate quality reports, audit documentation, and performance records.
• Use Excel/Google Sheets to analyze quality data and prepare reports and dashboards.
• Support HR with objective quality data and documentation for performance-related reviews when needed.
• Participate in QA calibration sessions to ensure consistent quality standards and scoring.
• Support QA huddles and team meetings as needed.
• Create and update QA job aids and related quality documentation.
• Identify policy, procedure, and process gaps that may impact agent performance or customer experience.

Skills

BPO experience

Sales/customer service

Excel/Sheets

Communication

Analytical skills

Attention to detail

Coaching skills

Training support

Tools

CRM

Call recording platforms

Job description

Restaurant Supply LLC in the Philippines is seeking a Sales Quality Analyst to monitor, evaluate, and improve the quality of customer and sales interactions across the team. You will establish a data-driven quality framework, align with policies, call flows, and customer experience standards.

Responsibilities include regular call audits, identifying gaps, providing actionable coaching inputs, maintaining quality reports, and supporting Training and HR with objective data.