BB

Open to opportunities

Bhavika Bhanot

@bhavikabhanot

Senior Quality Analyst leading Voice AI and DMB quality operations for enterprise QSR brands.

What I'm looking for

I’m looking to keep owning Voice AI and DMB quality operations—running audits, RCA, SOPs, and team delivery—while working closely with Product Managers to ship reliable ordering experiences to production.

I drive Voice AI quality operations for enterprise QSR brands at Checkmate, supporting teams of 8–10 analysts and managing multiple concurrent projects across Popeyes, Wendy's, Buffalo Wild Wings, and Jet's Pizza.

I led end-to-end QA for Popeyes’ Voice AI drive-thru ordering agent that syncs with the restaurant’s POS system for live menu updates, validating conversational ordering flows and complex order modifications through to production delivery.

I partner with Product Managers on menu QC and real-time checks across Voice AI and Digital Menu Board (DMB), running quality audits, DMB live content verification, SLA-focused delivery, and RCA-driven workflow improvements. I also build SOPs, QA scorecards, and audit frameworks after calibration sessions.

Before Checkmate, I earned Adobe’s Best Performer Award (2023) by managing multiple projects in Quality & Enablement, using Clarabridge for customer experience monitoring and coaching, and aligning quality processes with ISO 9001-based frameworks.

Experience

Work history, roles, and key accomplishments

CH

Current

Senior Quality Analyst

Current

Checkmate

May 2024 - Present (2 years 3 months)

Manage quality operations for enterprise QSR brands including Popeyes, Wendy's, Buffalo Wild Wings, and Jet's Pizza, leading a team of 8–10 analysts within the Voice AI vertical.

Conversational AI Drive Thru Ordering QA Quality Operations Team Leadership Digital Menu Board Quality Control Process Optimization Root Cause Analysis Stakeholder Management Escalation Handling Training Zendesk Claude Maestro

AD

Quality Analyst – Quality & Enablement

Jan 2022 - Jan 2024 (2 years)

Conducted quality monitoring, audits, and coaching sessions using Clarabridge for customer experience and sentiment analysis. Awarded Best Performer (2023) for successful multi-project management.

Quality monitoring Audit Coaching Customer Experience Analysis Sentiment Analysis ISO 9001 Training Process Improvement

TM

Senior Quality Analyst

Jan 2019 - Jan 2022 (3 years)

Managed internal and external quality audits aligned with client standards. Led quality operations for a team of 33+ members.

Quality Audits Team Leadership Calibration Coaching KPI Management Service Delivery

FO

Quality Analyst

Foodpanda

Jan 2018 - Jan 2019 (1 year)

Managed quality monitoring, coaching, and training processes for advisors. Conducted calibration sessions to improve customer handling.

Quality monitoring Coaching Training Calibration Process Improvement

TM

Technical Support Associate

Jan 2017 - Jan 2018 (1 year)

Handled troubleshooting for networking equipment and customer escalations. Worked on Salesforce tools and client relationship management.

Technical Support Troubleshooting Networking Salesforce Customer Relationship Management

Education

Degrees, certifications, and relevant coursework

MU

Manav Rachna International University

Bachelor of Computer Applications, Computer Applications

Bachelor of Computer Applications (BCA) from Manav Rachna International University, Faridabad.

Tech stack

Software and tools used professionally

Salesforce

Zendesk

Google Workspace

Maestro

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