?
Job Title:
Quality Analyst – US Customer Service & Retention
?
Location:
Gurgaon
?
Shift:
US Night Shift
?
Experience:
1–3 years (Min. 1 year as a Quality Analyst)
? What You’ll Do
- Targeted Audits:
Monitor and score live/recorded retention interactions (calls) to ensure agents are effectively using negotiation frameworks and overcoming objections.
- Root Cause Analysis:
Analyze "failed saves" to identify why customers churned (e.g., skill gaps, pricing, or competitor strategies) and share insights with leadership.
- Feedback & Calibration:
Partner with Team Leads to deliver targeted coaching and lead regular QA calibration sessions.
? What We’re Looking For
- Experience:
1–3 years as a Quality Analyst in a BPO, KPO OR Telecom setting (supporting Retention, Collections, or Sales is a must).
📌 Quality Analyst- Retention | US (Gurugram)
🏢 Impetus Career Consultants
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.