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Were Hiring: Retention Quality Analyst Job Title: Quality Analyst US Customer Service & Retention Location: Gurgaon Shift: US Night Shift Experience: 13 years (Min. 1 year as a Quality Analyst) What Youll 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 Were Looking For - Experience: 13 years as a Quality Analyst in a BPO, KPO OR Telecom setting (supporting Retention, Collections, or Sales is a must). .