Sales Quality Analyst – Data-Driven QA & Coaching

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

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