Tulika Mukherjee

Team Leader and Trust & Safety professional with 4+ years of experience in Content Moderation, Quality Assurance, People Management, Operations Management, Escalation Handling, Workforce Management, SLA Management, KPI Monitoring, Performance Management, Risk Assessment, Policy Enforcement, Client Management, and Process Improvement. Demonstrated success in leading teams, improving quality metrics, driving operational excellence, mentoring associates, stakeholder communication, root cause analysis, reporting, and compliance management.

Senior Associate – Trust & Safety - BEHTAR TECHNOLOGY PVT LTD

(2026-04)

• Review, investigate, and moderate user-generated content to ensure compliance with platform policies and community standards.
• Handle high-priority escalations, abuse reports, fraud investigations, and policy violation cases.
• Conduct quality audits, calibration exercises, and accuracy reviews to maintain moderation quality.
• Support KPI tracking, SLA adherence, reporting, and operational performance reviews.
• Collaborate with cross-functional stakeholders to improve workflows and risk mitigation strategies.
• Mentor team members, support knowledge sharing, and contribute to continuous improvement initiatives.

Process Executive – QA & Data Operations - Cognizant Technology Solutions

(2025-04 - 2026-04)

• Led moderation and QA operations while supporting team productivity, quality, and compliance targets.
• Conducted quality audits, policy reviews, error analysis, and process compliance checks.
• Managed client escalations, stakeholder communication, and issue resolution within SLA timelines.
• Tracked KPIs, productivity, quality scores, attendance, roster adherence, and shrinkage metrics.
• Delivered coaching sessions, feedback discussions, and performance improvement plans.
• Created reports, dashboards, MIS documentation, and trend analysis for leadership teams.
• Drove process optimization, operational excellence, and continuous improvement initiatives.

Senior Data Annotator & QA Specialist - Floating Number Digital Solution

(2023-05 - 2025-04)

• Performed data annotation, content review, validation, and quality assurance activities.
• Maintained high accuracy, productivity, and compliance standards across projects.
• Conducted quality checks, audits, and defect analysis to improve overall performance.
• Assisted in onboarding, training, and mentoring new employees.
• Supported reporting, workflow analysis, and process enhancement initiatives.

Bachelor of Commerce (B.Com) – Honours - University of Calcutta