Sales Operations & Support Analyst

Vertiv Group Corporation; Mandaluyong; On-site; PHP 480,000 - 720,000; Full time

Job summary

Vertiv Philippines is seeking a Quality Assurance Analyst to ensure service quality, order processing efficiency, and continuous improvement across customer service operations. You will monitor interactions, analyze performance data, identify gaps, and lead improvement projects with cross-functional teams to drive excellence and sustained growth.

The role emphasizes QA audits, coaching to reduce errors, and the development of performance dashboards using analytics tools.

Qualifications

• Bachelor’s Degree or equivalent of 1-3 years’ experience.
• Certified Lean Six Sigma practitioner is a plus
• Google Appsheet experience is a plus
• At least 1-3 years of experience in customer service, sales operations, IT or manufacturing industry
• Ability to lead and to develop continuous improvement strategies, influence decision making, and drive continuous improvement initiatives within the plant operations and functions.
• 1-3 years of hands-on experience in the application of Lean/Six Sigma methods and way of thinking.
• Strong organizational, project management, and interpersonal skills
• Excellent oral and written communication skills in the local language and English
• Strong analytical skills, including root cause analysis and other tools and methods to drive improvements
• Ability to influence and lead in a matrix organization to drive accountability and execution of CI mindset.

Responsibilities

• Strategic partnership with functional managers to shape strategy and improve performance.
• Map and analyze workflows using flowcharts, SIPOC, or value stream mapping.
• Develop continuous improvement capabilities and lead operating standards improvements.
• Identify inefficiencies, bottlenecks, or compliance risks.
• Collaborate with stakeholders to implement changes that reduce cost, improve quality, or speed.
• Develop and maintain process documentation (SOPs, work instructions, RACI charts).
• Ensure changes are communicated and adopted across teams.
• Define KPIs and reporting needs; translate to data models and dashboards.
• Build dashboards using Power BI, Tableau, Excel, or Looker.

Skills

Lean Six Sigma

Data analysis

Power BI

Excel

Communication

Education

Bachelor’s Degree or equivalent

Tools

Power BI

Tableau

Looker

Excel

Job description

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don’t just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it’s about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you’ll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee’s unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Position Summary:

The Quality Assurance Analyst is responsible for ensuring the quality and efficiency of customer service operations, with a focus on order processing and service delivery. This role combines quality assurance oversight with continuous improvement initiatives to enhance customer satisfaction, operational performance, and compliance. Key responsibilities include monitoring service interactions, analyzing performance data, identifying process gaps, and leading improvement projects. The analyst collaborates with cross-functional teams to implement solutions, develop performance dashboards, and train staff on best practices, contributing to a culture of excellence and sustained operational growth.

Job Responsibilities:

• Strategic Partnership
  • Partner and consult with functional managers and their leadership teams to shape functional strategy, develop plans, and execute performance improvement initiatives.
  • Map and analyze existing workflows using tools like flowcharts, SIPOC, or value stream mapping.
  • Develop the capabilities of the continuous improvement team and lead the continuous improvement of Vertiv Operating standards, processes, and methods.
  • Identify inefficiencies, bottlenecks, or compliance risks.
  • Collaborate with stakeholders to implement changes that reduce cost, improve quality, or enhance speed.
  • Develop and maintain process documentation (SOPs, work instructions, RACI charts).
  • Ensure all process changes are clearly communicated and adopted across teams.
• Requirements Gathering
  • Partner with business users and leadership to define KPIs and reporting needs.
  • Translate business requirements into data models and dashboards.
• Data Analysis & Visualization
  • Use tools like Power BI, Tableau, Excel, or Looker to build interactive and insightful dashboards.
  • Perform trend analysis and create visual summaries to support decision-making.
• Automation & Efficiency
  • Streamline data collection and reporting processes through automation or the use of APIs.
  • Reduce manual effort and errors in recurring reports.
• Quality Assurance
  • Evaluate and conduct audits on Order Compliance and SOP adherence.
  • Provide structured feedback and coaching to reduce errors and improve performance.
  • Maintain and analyze QA scorecards to facilitate calibration sessions and identify the trends and root causes of the errors.
  • Support Internal and external, ensuring documentation and process compliance.

Qualifications:

• Bachelor’s Degree or equivalent of 1-3 years’ experience
• Certified Lean Six Sigma practitioner is a plus
• Google Appsheet experience is a plus
• At least 1-3 years of experience in customer service, sales operations, IT or manufacturing industry
• Ability to lead and to develop continuous improvement strategies, influence decision making, and drive continuous improvement initiatives within the plant operations and functions.
• 1-3 years of hands‑on experience in the application of Lean/Six Sigma methods and way of thinking.
• Strong organizational, project management, and interpersonal skills
• Excellent oral and written communication skills in the local language and English
• Strong analytical skills, including the use of root cause analysis and other tools and methods typically deployed to drive operational improvements.
• Ability to influence and lead in a matrix organization to drive accountably and execution of continuous improvement mindset and activities
• Experience in QA and order processing environments.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS:

• Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example