Sales Quality Analyst

Restaurant Supply; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Equipment provided

Paid leaves

13th month

Job summary

Restaurant Supply is seeking a Sales Quality Analyst to monitor and improve the quality of customer and sales interactions from our Manila-based operations. You will establish a data-driven quality framework, ensuring adherence to policies and call flows while identifying opportunities to enhance processes and training effectiveness.

The role emphasizes quality monitoring, auditing, coaching, and collaboration with Training, Operations, and HR to close gaps and drive improvements in customer

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.
• Excellent analytical skills.
• Strong attention to detail.
• Experience reviewing customer interactions.
• Knowledge of call-flow methodology.
• Understanding of sales behaviors.
• 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

Quality assurance

Call center experience

Analytical skills

Reporting & dashboards

Coaching & training support

Process improvement

Attention to detail

Communication skills

Tools

Excel / Google Sheets

CRM systems

Call recording platforms

Dashboard tools

Job description

Our mission is to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and by leveraging our industry buying power.

Role Overview

The Sales Quality Analyst (SQA) is responsible for monitoring, evaluating, and improving the quality and consistency of customer and sales interactions. The position provides objective quality insights that help Training, Operations, and HR identify performance gaps, determine root causes, and implement targeted improvements.

The primary objective of the role is to establish a consistent and data-driven quality framework that ensures agents adhere to established policies, procedures, call flows, customer experience standards, and sales practices, while identifying opportunities to improve processes and training effectiveness.

Key Focus Areas

Quality Monitoring & Audits – Conduct regular call audits and observations using standardized quality criteria and scorecards.

Performance Insights – Identify recurring behavioral, knowledge, compliance, and execution gaps affecting individual and team performance.

Coaching & Training Support – Provide quality findings that enable Training and Operations to develop targeted coaching, retraining, and performance improvement interventions.

Process & Policy Feedback – Identify gaps or inconsistencies in policies, procedures, workflows, and systems that may contribute to performance issues.

HR Support & Documentation – Provide objective, behavior-based quality data that can support fair and consistent performance management and HR-related reviews when appropriate.

Customer Experience & Sales Quality – Monitor behaviors that influence customer satisfaction, sales effectiveness, compliance, and overall customer experience.

Reporting & Trend Analysis – Track quality trends, recurring defects, and improvement opportunities using reporting and data analysis, and translate findings into actionable recommendations.

QA Huddles & Team Meetings – Support QA huddles and team meetings by communicating quality findings, trends, and improvement opportunities.

QA Job Aids & Documentation – Create and maintain QA job aids and other quality-related documentation to support consistent standards and processes.

Calibration & Standardization – Promote consistent interpretation and application of quality standards across Operations and Training.

Responsibilities and Duties

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.

Qualifications and Requirements

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

Excellent analytical skills

Strong attention to detail

Experience reviewing customer interactions

Knowledge of call-flow methodology

Understanding of sales behaviors

Ability to create reports and dashboards

Coaching and feedback skills

Ability to identify behavioral and performance trends

Experience supporting Training and Operations teams

Preferred

COPC/quality framework exposure

CRM experience

Data analysis experience

Experience with call recording platforms

Experience supporting Training and Operations

Experience facilitating QA huddles or team meetings

Experience creating QA job aids or quality documentation

Why Work With Us?

We believe that what you do and where you work matters. We foster a collaborative and professional environment where you have the opportunity to grow, build meaningful relationships, and see the direct impact of your contributions on our shared success.

Perks and Benefits

With equipment

Paid leaves

13th month