Brunilde Baccarin

• Staff development, mentoring • Daily progress reporting • Quality assurance, process improvement • SLA management • Client management/Customer experience • Direct involvement in the selection, induction training and ongoing skills development for the team

• Conducting interviews with potential candidates • Leading training and on-boarding sessions of new hires • Preparing the agent QA reports and organizing coaching sessions • Creating the personal improvement plans of the colleagues and assisting them with every step of the way • Analyzing the team’s performance and presenting it to the client • Collaborating with the customer to shape the direction of the project • Translating templates from English to Italian, which will be implemented in the AI system