Tushar Bhattacharya

At Checkmate, I supported Voice AI deployment for Popeyes drive-thrus by evaluating AI behaviour, labelling data, validating intents, and identifying failures that affected ordering experiences.

I've conducted production menu and digital menu board audits, investigated ASR errors, intent misclassifications, and cart build failures, and shared actionable findings with engineering through Langfuse and Coval workflows. I moved into Failure Analysis to review traces, surface recurring patterns, and support production accuracy improvements.

Before Voice AI operations, I helped build Checkmate's Refund Disputes process for restaurant brands including Applebees, Buffalo Wild Wings, Popeyes, Wendy's, and White Castle. I managed platform dispute workflows, created SOPs and quality benchmarks, audited cases, and escalated process anomalies.

My experience also includes resolving disputes, fraud investigations, and account queries for American Express US cardholders, where I maintained a 96% customer satisfaction rate. With a psychology background, I bring empathy, sound judgment, cross-cultural communication, and clean execution to AI quality and customer operations.