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.

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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.

2. 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.

3. 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.

4. 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.

5. 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.

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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

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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 strong Excel/Google Sheets and presentation skills.

* Can independently identify performance gaps and recommend corrective actions.

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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.

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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:

- Versatile schedule
- Provident Fund

Application Question(s):

- Only apply if you have 3+ experience in QA
- Interview mode will be F2F

Work Location: In person

📌 QA Analyst (HSR Layout)
🏢 DrinkPrime
📍 HSR Layout