At TaskUs India Pvt. Ltd, I audited omnichannel customer support interactions and AI data-labeling workflows, and conducted calibration sessions to align evaluation standards.
I used Training Need Identification and Root Cause Analysis to diagnose performance gaps and recurring errors. I developed coaching plans and feedback loops that drove double-digit quality score improvements across underperforming cohorts.
On customer support and AI Robotics campaigns, I supervised cohorts training autonomous AI robots, established annotation frameworks, and cataloged errors to support corrective datasets. I also monitored SLA and quality benchmarks and handled high-severity customer disputes.
Earlier, at Iksula Pvt. Ltd, I refined SLA tracking dashboards with operational leads and received the Employee of the Year award. At Teleperformance, I progressed from Customer Care Associate to Assistant Manager and conducted process audits against client compliance standards.
