Sales Operations & Support Analyst

Vertiv; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Vertiv is seeking a Quality Assurance Analyst in the Philippines to ensure quality in customer service operations, focusing on order processing and service delivery. The role blends QA oversight with continuous improvement, data analysis, and cross-functional collaboration to drive performance gains.

The successful candidate will develop dashboards, monitor KPIs, and implement SOPs while coaching teams to achieve higher accuracy and efficiency.

Qualifications

• Bachelor’s degree or equivalent experience in related field.
• 1–3 years of experience in customer service, sales operations, IT or manufacturing.
• Lean Six Sigma knowledge or certification is a plus.
• Experience with QA and order processing environments is preferred.
• Strong analytical and problem-solving abilities.

Responsibilities

• Monitor order processing and service delivery for quality assurance.
• Develop dashboards and performance metrics to track operating performance.
• Identify process gaps and lead continuous improvement initiatives.
• Collaborate with cross-functional teams to implement improvements.
• Provide coaching and feedback to staff to reduce errors.

Skills

Lean Six Sigma

Quality Assurance

Data Analysis

Power BI

Excel

Looker

Communication

Project Management

Education

Bachelor’s Degree

Tools

Tableau

Looker

Excel

Job description

Job Description

Join a High-Performance Culture That Drives Innovation and ExcellenceAt

Job DescriptionJoin a High-Performance Culture That Drives Innovation and ExcellenceAt 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

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail]