Portrait of Shiv Tiwari in a dark blazer and white shirt

In conversation with

Shiv Tiwari

Quality Supervisor at TaskUs

Founder of SOLVETAA

Interviewer Walk me through your resume.

Shiv Sure. It's easier if I show you.

Interviewer

Let's start with the basics. Who are you?

Shiv Tiwari

Quality Supervisor, TaskUs

Indore, India

Shiv

I'm Shiv Tiwari, and I've spent the last five-plus years in quality and customer operations. Today I'm a Quality Supervisor at TaskUs in Indore, and a team of Quality Analysts reports to me. On the side, I run SOLVETAA, a web agency that has delivered 36 projects. I trained as an engineer, I work in quality, and when a process needs a tool, I usually build it.

What does your work look like today?

Stakeholders bring requirements, and they're rarely written in quality terms. My job is to turn them into standards a team can audit against, campaign by campaign. I supervise the analysts doing that work, keep our scoring calibrated, and report on performance so problems show up early. Each vertical needs a different eye, so the audit focus shifts from one campaign to the next.

Campaigns I oversee

  • Content moderation Trust and safety
  • Fraud and risk
  • Robotics and automation
  • Fintech

How do you catch problems before they get expensive?

I look at a process from a few angles. Before launch, FMEA: where can this fail, how badly, and how often? Customer journey mapping shows me the experience the way the customer lives it, one step at a time. When something breaks anyway, ACPT tells me where to look: the agent, the customer, the process or the technology. CAPA closes the loop, and calibration keeps every analyst scoring the same way. Then the dashboards tell us whether it worked.

  1. AnticipateFMEARank failure modes by severity, occurrence and detection.
  2. MapCustomer journey mappingWalk the experience step by step to find the gaps.
  3. TraceACPT and RCAAgent, customer, process or technology?
  4. CorrectCAPACorrective and preventive actions, each with an owner.
  5. AlignCalibrationEvery analyst scores the same interaction the same way.
  6. MeasureDashboardsPower BI and Sheets track KPIs, trends and drift.

Can you put numbers on that?

These are the results on my record, and where each one came from.

Results on record
ResultMeasureWhereHow
+15%Process accuracyTaskUs, 2024–2026Audited 100+ customer interactions a week across 7+ lines of business
−10%Error rateTaskUs, 2024–2026Root cause analysis on recurring errors, then corrective action plans
97%Customer satisfaction (CSAT)iEnergizer, 2020–2023International process, with monthly targets beaten by 15%
+15%Agent performanceiEnergizer, 2020–2023Calibrations, audits and agent tracking in a quality management system
+10%Resolution efficiencyiEnergizer, 2020–2023Data analysis, KPI reporting and process redesign
+30%Customer engagementBYJU'S, 2019Proactive outreach and data-informed client profiling
+20%Program enrollmentBYJU'S, 2019Consultative engagement, with customer retention up 15%

Behind these: more than 6,000 hours of quality work across 15+ projects, in chat, email, VM, back-end and blended processes.

How did you end up in quality?

I studied electronics and communication engineering, then started out in sales at BYJU'S. Next came customer support at iEnergizer, answering international customers by email. I kept escalating the same recurring problems, and about a year and a half in, I was promoted to Quality Analyst. At TaskUs I started as a pilot QA, building quality parameters, metrics and training material, and in July 2026 I became a supervisor.

  1. 2014 – 2018

    B.E., Electronics and Communication Engineering

    Acropolis Institute of Technology and Research, Indore

    Built Energovation, a semi-finalist in the Texas Instruments India Innovation Challenge, and a digital electricity meter with a companion app.

  2. Mar 2019 – Dec 2019

    Business Development Associate

    Think & Learn (BYJU'S), Indore

    Cold calls, home demos and B2C sales. Engagement up 30%, enrollment up 20%, retention up 15%.

  3. Jan 2020 – Aug 2021

    Customer Support Executive

    iEnergizer, Noida

    Email support for an international process. Resolved queries on first contact and escalated recurring problems and outdated procedures.

  4. Aug 2021 – May 2023

    Quality Analyst

    iEnergizer, Noida

    Audits against CTQs, internal calibrations, root cause analysis, agent feedback, and weekly and monthly dashboards. Trained new batches on quality parameters.

  5. May 2024 – Jun 2026

    Quality Analyst, pilot QA

    TaskUs, Indore

    Audits across 7+ lines of business, from content moderation and appeals to fraud, risk and disputes. Built quality parameters, case-handling procedures and hygiene checks, and ran calibrations with clients.

  6. Jul 2026 – present

    Quality Supervisor

    TaskUs, Indore

    Leading Quality Analysts across four verticals and turning stakeholder requirements into quality standards.

  7. Ongoing

    Founder

    SOLVETAA, Indore

    A web development and digital agency, run alongside full-time work.

Have you built anything for your teams?

Whenever a manual process kept eating hours, I tried to automate it. A KPI tracker for a QA team, a mail-merge tool in Apps Script, and dashboards that turned a year of quality data into decisions. Before all that, in college, I built hardware.

KPI tracking tool for a QA teamGoogle Forms, Sheets, Data Studio

A custom tool that tracks the QA team's key performance indicators. Google Forms collect the data, and linked sheets with advanced formulas process it automatically.

Statistical checks show how effective the team is, and Data Studio dashboards present the results to management.

Quality metrics tracking and improvementGoogle Sheets, Excel, SQL

An in-depth analysis of a year of quality data to find trends and lift overall quality performance.

Reports and dashboards track the KPIs, charts make the findings easy to read, and the improvement plan came straight from the data.

Mail merge with Google Apps ScriptApps Script, Google Sheets, Gmail

A tool that sends personalised emails to many recipients at once, pulling data from Google Sheets into email templates.

Error handling and logging keep it reliable, and it was tested thoroughly before full rollout.

Error reduction in an email processSix Sigma, SQL, Tableau

A Six Sigma project to cut errors in an email process. I mapped the current process to see where errors happen, then used SQL and Google Sheets to trace their root causes.

The improvements were monitored over time with Tableau.

Social engineering awareness campaignPremiere Pro, Google Slides

A campaign to help employees and customers recognise phishing, pretexting and baiting.

I scripted and produced the explainer video and designed the visuals.

EnergovationCollegeTexas Instruments parts, Raspberry Pi

Captured wasted energy from two-wheelers to charge phones on the go, with a working prototype.

Shortlisted for the semi-finals of the Texas Instruments India Innovation Challenge.

Digital electricity meterCollegeEmbedded systems, Android Studio

Converted analog meters to digital, with daily usage tracking in a mobile app.

Designed for area-wise monitoring, so electricity boards can spot high consumption and encourage savings.

And SOLVETAA? What is it?

SOLVETAA is a web development and digital agency I founded in Indore. There are four of us at the core: lead generation, client relationships, finance, and me on resources and delivery. We've delivered 36 projects, from ERPs to e-commerce stores, for clients in India, the UK, the UAE, Australia and Canada. Our flagship product is SecureBid, an anonymous tender and bidding platform.

Projects delivered
36
Core team
Four people
Clients in
India, the UK, the UAE, Australia and Canada
Flagship
SecureBid, an anonymous tender and bidding platform
Built in-house
An AI task manager that turns WhatsApp messages into a Kanban board
Website
solvetaa.com

Why should a team in the US or UK hire you remotely?

I've worked international processes since 2020, so US and UK hours are nothing new to me. I make quality measurable: audits, calibration, root causes and dashboards, with numbers you can check. I can take a stakeholder's requirement and turn it into a standard a team can work to. And when a process needs a tool, I build it instead of waiting for one.

Roles
Quality team lead or supervisor, business analyst, process consultant
Setup
Remote, full-time or contract
Hours
Overlap with US and UK teams
Based in
Indore, India (IST, UTC+5:30)

What's in your kit?

Mostly quality method, plenty of data work, and enough code to build what I need.

Quality

  • Quality audits
  • Calibration
  • Root cause analysis
  • ACPT analysis
  • FMEA
  • CAPA
  • 7 QC tools
  • CTQ-based audits

Process and people

  • Stakeholder management
  • Requirements gathering
  • Customer journey mapping
  • Process improvement
  • Team supervision
  • Coaching and feedback
  • QA training

Data and reporting

  • Advanced Excel
  • Google Sheets
  • SQL
  • Power BI
  • Tableau
  • Google Data Studio
  • Python
  • QMS platforms

Automation and build

  • Google Apps Script
  • Google Forms
  • PHP and MySQL
  • JavaScript
  • Claude API

Certifications

  • Lean Six Sigma Yellow Belt
  • Google Data Analytics Certificate

Education and languages

  • B.E., Electronics and Communication, Acropolis Institute, 2014–2018
  • English and Hindi

Can I get all of that on one page?

Here it is. Same story on one page, built to read cleanly in applicant tracking systems.

Download the PDF Email me

SHIV TIWARI

Quality Supervisor | Quality Operations | Process Improvement | Risk & Compliance

Indore, India (open to remote, US/UK hours) | +91 7828711430 | shivtiwari30@gmail.com | linkedin.com/in/shivtiwari30

PROFESSIONAL SUMMARY

Quality Supervisor with 5+ years in quality assurance, performance analysis and high-volume customer operations. At TaskUs, supervises Quality Analysts across content moderation (Trust & Safety), fraud and risk, robotics and automation, and fintech campaigns, turning stakeholder requirements into quality standards. Uses FMEA, ACPT root cause analysis, CAPA and customer journey mapping to close gaps. Founder of SOLVETAA, a web agency with 36 delivered projects.

CORE SKILLS

Quality operations: Quality audits, Calibration, Root cause analysis (RCA), ACPT analysis, FMEA, CAPA, 7 QC tools

Process: Stakeholder management, Requirements gathering, Customer journey mapping, Process improvement

Leadership: Team supervision, Coaching and feedback, QA training, Performance monitoring, Problem solving

Data & tools: Advanced Excel, SQL, Power BI, Google Sheets, QMS platforms, PHP, MySQL, JavaScript, Claude API

PROFESSIONAL EXPERIENCE

Quality Supervisor | TaskUs | Indore, India | Jul 2026 – Present

  • Promoted in July 2026 to supervise a team of Quality Analysts across content moderation, fraud and risk, robotics and automation, and fintech campaigns.
  • Translate stakeholder requirements into campaign-specific quality standards; run quality governance through performance monitoring, reporting and continuous improvement.
  • Use FMEA to anticipate failure points, ACPT analysis (agent, customer, process, technology) to trace root causes, and customer journey mapping to find quality gaps.
  • Adapt audit focus and priorities to each vertical's requirements while running several campaigns in parallel.

Quality Analyst | TaskUs | Indore, India | May 2024 – Jun 2026

  • Audited 100+ customer interactions weekly across 7+ lines of business, improving process accuracy by 15%.
  • Reduced error rates by 10% through root cause analysis of recurring errors and corrective action plans.
  • Built and maintained Power BI dashboards tracking quality metrics, agent performance and KPI trends.
  • Led stakeholder calibrations to align quality metrics across 7+ LOBs; coached agents with data-driven feedback.
  • Trained 2 new Quality Analysts, improving process understanding and audit efficiency.

Quality Analyst | iEnergizer Pvt Ltd | Noida, India | Jan 2020 – May 2023

  • Promoted from Customer Support Executive to Quality Analyst within 18 months for strong analytical performance.
  • Ran calibrations, audits and agent tracking in a quality management system, lifting agent performance by 15%.
  • Maintained 97% customer satisfaction (CSAT) in an international process, exceeding monthly targets by 15%.
  • Improved resolution efficiency by 10% through data analysis, KPI reporting and process redesign.

Business Development Associate | Think & Learn Pvt Ltd (BYJU'S) | Indore, India | Mar 2019 – Dec 2019

  • Increased customer engagement by 30% through proactive outreach and data-informed client profiling.
  • Improved program enrollment by 20% and customer retention by 15% through consultative engagement.

INDEPENDENT PROJECTS

Founder | SOLVETAA, web development and digital agency | Indore, India | Ongoing

  • Lead resource management and project delivery for a four-person core team, alongside full-time roles.
  • Delivered 36 projects, from ERPs to e-commerce sites, for clients in India, the UK, the UAE, Australia and Canada.
  • Built SecureBid, an anonymous tender-bidding platform, and a WhatsApp-to-Kanban AI task manager for internal use.

EDUCATION & CERTIFICATION

Bachelor of Engineering, Electronics and Communication Engineering

Acropolis Institute of Technology and Research, Indore, India | 2014 – 2018

Certification: Lean Six Sigma Yellow Belt

ADDITIONAL INFORMATION

Languages: English, Hindi | Availability: Immediate | Work type: Remote, full-time or contract

That's a wrap.

Interview with
Shiv Tiwari
Currently
Quality Supervisor, TaskUs
Also
Founder, SOLVETAA
Email
shivtiwari30@gmail.com
Phone
+91 78287 11430
LinkedIn
linkedin.com/in/shivtiwari30
Based in
Indore, India
Off camera
Chess, cricket and acting

Email Shiv Download CV

Recorded in Indore, India. Thanks for watching.