Sales Operations & Support Analyst

Quality Assurance & Continuous Improvement Analyst

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 employees' unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Job Summary:

The Quality Assurance & Continuous Improvement Analyst is responsible for monitoring and enhancing the quality of customer service interactions related to order processing, while also driving continuous improvement initiatives across workflows. This role combines quality assurance expertise with process optimization, data analysis, and stakeholder collaboration to improve operational efficiency, customer satisfaction, and compliance.

Key Responsibilities: Quality Assurance (QA):

• Conduct audits of customer service interactions (calls, emails, chats) focused on order accuracy and SOP adherence.
• Evaluate order entry and validation processes for SLA, pricing, and product compliance.
• Provide structured feedback and coaching to reduce errors and improve performance.
• Maintain QA scorecards and facilitate calibration sessions.
• Analyze QA data to identify trends and root causes.
• Support internal audits and documentation compliance.

Continuous Improvement:

• Partner with functional managers to identify inefficiencies and lead performance improvement initiatives.
• Map and analyze workflows using tools like SIPOC, flowcharts, and value stream mapping.
• Develop and maintain SOPs, work instructions, and RACI charts.
• Implement automation and dashboarding solutions using tools like Power BI, Tableau, or Excel.
• Train end-users and ensure adoption of process changes.
• Translate business requirements into KPIs and reporting models.

Qualifications:

• Bachelor's degree in Business, Operations, or related field.
• 3-5 years of experience in customer service, sales operations, or process improvement.
• Experience in QA and order processing environments.
• Strong analytical, communication, and coaching skills.
• Proficiency in CRM/order platforms (e.g., SAP, Salesforce, Oracle).
• Familiarity with Lean/Six Sigma methodologies (certification is a plus).
• Experience with data visualization and automation tools.

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