Baptiste B.

› Drove team quality accuracy from 70% to 85% in the first month — targeted coaching, individual performance action plans, real-time KPI tracking. › Led a team through structured performance coaching, succession planning, and leadership capability building. › Owned full KPI accountability: SLA, AHT, CSAT, Quality, Productivity, and Attendance. › Key escalation point between frontline agents, quality teams, and senior management. › Delivered accurate forecasting, performance insights, and executive-level reporting to client and management.

› Enforced platform policies for a Tier-1 global social media client on the French-speaking market across a high-volume moderation queue. › Identified, escalated, and actioned CSAM, violent extremism, misinformation, and policy-violating content. › Maintained compliance with evolving security procedures through regular internal calibrations and policy alignment. › Mentored new joiners on policy application and quality standards, contributing to onboarding programs.

› Managed client-facing operations across postal, financial, and digital services in a high-traffic branch. › Obtained internal AML certification (LCB-FT), demonstrating compliance awareness in a regulated environment. › Trained and onboarded new employees; guided customers through digital transition initiatives.