Lippy Jaiswal

Committed and detail-oriented Quality Analyst with experience in call audits, process evaluation, and performance enhancement. Skilled in improving service quality, ensuring compliance, and delivering actionable feedback to elevate customer experience. Focused on identifying gaps, driving continuous improvement, and collaborating effectively with operations teams to achieve quality targets and organizational growth.

Quality Analyst at Squarebserve (2025-02 – Present)

• Conduct regular audits of calls, emails, and customer interactions to ensure compliance with quality standards.
• Identify performance gaps and provide actionable feedback to improve customer satisfaction.
• Monitor KPIs including quality scores, AHT, SLA/TAT adherence, and documentation accuracy.
• Prepare quality reports, scorecards, and Root Cause Analysis (RCA).
• Conduct coaching and calibration sessions to maintain evaluation consistency.
• Support process improvements and assist in training new hires.

Voice Support Executive at Squarebserve (2024-10 – 2025-02)

• Handled inbound and outbound customer queries ensuring high service quality.
• Consistently achieved quality benchmarks and customer satisfaction ratings.
• Identified recurring issues and suggested improvements in service delivery.
• Promoted to Quality Analyst within four months based on performance excellence.

Sales Trainee (Internship) at ITC Ltd. (2023-06 – 2023-08)

• Completed a two-month paid internship gaining hands-on experience in sales operations.
• Contributed to rural and urban sales enhancement strategies.

B.Com (Hons) in Commerce – O.P. Jindal University (2021 – 2024)

Class XII – Indian School (2021 – 2021)

Class X – Carmel Convent Senior Secondary School (2019 – 2019)