Sales Operations

JoinaHigh-PerformanceCultureThatDrivesInnovationandExcellence AtVertiv ,wedon’tjusthiretalent— wecultivateleaderswhodriveinnovationandengageteamstopushthelimitsofwhat’spossible.Asagloballeaderincriticaldigital infrastructure ,wearescalinguptomeetthedemandsofAI,datacenters,andnext-gentechnology —andweneedbold,high-performingindividualslikeYOUtotakeustothenext level. WhyVertiv? High-PerformanceCulture: Weempoweryoutothinkbig,executewith excellence,anddeliverimpact. Ourperformance-drivenmindset rewardsthose whochallengethestatusquo anddrivemeaningfulchange.Over50CEOAwards aregivenannuallytorecognize toptalentmoving the needleforward. LeadershipWithoutLimits: LeadershipatVertivgoesbeyondjusttitles—it’saboutaccountability,trust,andownership . Ourleadersengageanddrive withcollaboration,innovation,andcustomer-centricthinking ,settingthefoundationfor anaction-focused culture . Limitless Growth & Learning: We believe in continuous development. Whether throughrotational programs or high-impact projects , you’ll have the opportunity toexpand your expertise and grow your career . APlaceforEveryone: OurcommitmenttoInclusion ensuresthatallemployee’s uniquestrengthsandperspectivesarevalued.Yourvoicematters,yourgrowthis 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: 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 #J-18808-Ljbffr