Quality Analyst & Trainer – Customer Retention

About the Role

We are looking for a Quality Analyst & Trainer to join our Customer Retention team and take ownership of call quality, agent coaching, and capability building.

The role will be responsible for identifying gaps in customer conversations, conducting structured call audits, providing actionable feedback, and designing training interventions to improve retention, customer experience, and overall call effectiveness.

This is a hands-on role that will work closely with the Retention and Operations teams to convert call-level insights into measurable performance improvement.

Key Responsibilities

1. Quality Assurance

* Conduct regular audits of customer retention calls against defined quality parameters.
- Evaluate calls for communication, probing, objection handling, empathy, product/process knowledge, and retention effectiveness.
- Identify gaps in agent behaviour, process adherence, and customer handling.
- Maintain and continuously improve the Retention QA scorecard.
- Conduct regular calibration sessions with Team Leaders and Operations.
- Identify recurring issues and highlight trends to the Retention leadership team.
- Ensure consistent and objective quality assessment across the team.

1. Agent Coaching & Feedback

* Conduct structured one-on-one feedback sessions with agents based on call audits.
- Provide specific, actionable coaching rather than generic feedback.
- Identify individual agent capability gaps and create targeted improvement plans.
- Coach agents on probing, objection handling, negotiation, empathy, and effective retention conversations.
- Track improvement in agent performance after coaching interventions.

1. Training

* Conduct new-hire training for the Customer Retention team.
- Design and conduct refresher training based on QA findings and business requirements.




- Develop training modules, presentations, role plays, call examples, and assessments.
- Conduct regular training sessions on:
- Retention techniques
- Objection handling
- Customer empathy
- Probing and need identification
- Negotiation and persuasion
- Product/process knowledge
- Effective communication
- Conduct role plays and mock calls to assess agent readiness.

1. Data & Performance Analysis

* Analyse QA scores, retention %, conversion, customer feedback, and call trends to identify improvement opportunities.
- Identify key reasons for unsuccessful retention conversations.
- Correlate call quality with business outcomes such as retention %, churn, replacements, and escalation rate.
- Prepare weekly and monthly quality and training reports.
- Track training effectiveness through pre- and post-training performance.

1. Continuous Improvement

* Identify recurring customer and process issues from call audits.
- Share insights with Operations, Product, and Process teams.
- Recommend improvements to scripts, objection-handling frameworks, and retention playbooks.
- Build and maintain a repository of best-practice calls and successful retention conversations.
- Support the implementation of new retention processes and campaigns.

Key Success Metrics The performance of this role will be measured through:
- Improvement in overall QA score
- Improvement in retention %
- Reduction in avoidable churn
- Improvement in agent-level retention performance
- Improvement in CSAT




- Training completion and certification
- Reduction in recurring call-quality errors
- Improvement in bottom-quartile agent performance
- Coaching effectiveness / post-coaching improvement
- Accuracy and consistency of QA audits

Candidate Profile

We are looking for someone who:
- Has 3+ years of experience in Quality, Training, Customer Experience, or Contact Centre Operations.
- Has hands-on experience auditing voice, customer service, or sales calls.
- Has experience conducting agent coaching and feedback sessions.
- Has experience delivering refresher and process training.
- Understands customer service metrics such as QA, CSAT, FCR, FRT, AHT, and Conversion.
- Has strong analytical and observation skills.
- Has excellent verbal and written communication skills.
- Is confident in conducting role plays and training sessions.
- Has robust Excel/Google Sheets and presentation skills.
- Can independently identify performance gaps and recommend corrective actions.

Preferred Experience

Candidates with experience in the following areas will be preferred:
- Customer Retention
- Churn Management
- Telecom
- D2C
- Subscription Businesses
- Consumer Services
- Sales
- Collections

Experience in a high-volume voice/contact-centre environment will be an added advantage.

What We Are Looking For The ideal candidate is someone who can move beyond simply “checking calls.”

They should be able to:

Listen → Diagnose → Coach → Train → Measure → Improve The objective of this role is to build a stronger retention team and create a structured quality and training culture that directly contributes to improving customer retention.

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits

- Flexible schedule
- Provident Fund

Work Location: In person

📌 QA Analyst (HSR Layout)
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📍 HSR Layout