SONALI MARIA THAKUR

Evaluated AI-generated content and outputs against quality, accuracy, and usefulness guidelines, providing objective written feedback to support AI training and improvement. Reviewed and evaluated large-scale digital content sets for clarity, consistency, and adherence to client guidelines, flagging issues for correction. Collected and analyzed user feedback on digital products for relevance and usefulness to inform product decisions. Identified inconsistencies, errors, and suboptimal outputs across diverse datasets, communicating findings clearly in written English with well-reasoned justifications and suggestions. Collaborated with project teams to refine evaluation criteria and processes.

Reviewed voice and chat interactions involving fraud-related charges and evaluated them against compliance standards and company policy. Investigated suspicious activity and recurring patterns using critical thinking and analytical review, performing root-cause analysis and translating findings into corrective actions and SOP updates. Conducted manual reviews to calibrate automated quality and compliance measurement systems. Provided coaching and detailed, objective feedback based on audit findings to improve consistency and outcomes.

Provided live technical support to customers, resolving account and system-level issues while maintaining strict SLA compliance. Managed and resolved complex customer escalations through root-cause analysis and clear communication, ensuring timely and accurate issue resolution.