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:
- Flexible schedule
- Provident Fund
Application Question(s):
- Only apply if you have 3+ experience in QA
- Interview mode will be F2F
Work Location: In person
