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Vandana Raikwar

@vandanaraikwar

Quality Analyst at TaskUs improving content moderation workflows through quality audits, root cause analysis, and agent coaching.

India

Message

At TaskUs, I conduct quality audits of customer interactions across calls, chats, and emails, checking them against quality standards, client requirements, and content moderation policies.

I analyze quality issues and service workflows to identify process improvements, and I prepare reports and dashboards to track quality trends and KPIs. I also coach agents and conduct training and calibration sessions to support consistent standards.

Previously, I worked as a Teammate at TaskUs and as an Operation Executive L2 at Startek (Flipkart Ecommerce), addressing customer concerns and monitoring service quality. Earlier, as a Student Counsellor at Ace Academy, I provided academic guidance and support to students.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

TaskUs

Dec 2023 - Present (2 years 10 months)

Conducts quality audits and monitors customer interactions across multiple channels, ensuring adherence to quality standards and content moderation policies. Provides performance feedback, coaching, and training to agents, and prepares quality reports and dashboards.

Quality Auditing Monitoring Root Cause Analysis Calibration Coaching Feedback Training Data Analysis Excel Google Sheets

Teammate

TaskUs

Aug 2021 - Nov 2023 (2 years 3 months)

Provided customer service and creative work to achieve high customer satisfaction rates. Maintained input and output metrics including AHT, hold, staff time, CSAT score, and quality score.

Customer Service Communication Skills Metrics Tracking AHT CSAT

Operation Executive L2

Startek

Mar 2021 - Jul 2021 (4 months)

Addressed operational issues and resolved customer concerns related to order discrepancies, delivery problems, and service quality. Monitored service quality standards, provided feedback and coaching to team members, and collaborated on process improvements.

Operations Customer Service KPI Tracking Quality monitoring Coaching Feedback

Student Counsellor

Ace Academy

Dec 2017 - Apr 2018 (4 months)

Evaluated students' abilities, interests, and learning styles, providing academic guidance and career counseling. Supported at-risk students and maintained communication with students and families to ensure positive educational outcomes.

Counseling Academic Guidance Communication Skills Student Support