CS Learning and Development Specialist

Quince
Barcelona
Full timeEUR 61,000 - 74,000 annuallyFunction: Education & TrainingExperience: 4-6 yearsEducation: bachelorsSkills: ["Facilitation","Coaching","Data literacy","Organizational skills","Communication"]

Own onboarding, nesting, and ongoing enablement for Quince’s global Customer Care organization. You’ll lead end-to-end new hire training using adult learning methods and guided practice labs, leveraging the LMS, AI-enabled learning tools, and proficiency-based progression to improve time-to-proficiency and customer experience outcomes. Partner with Customer Care Operations, QA, Knowledge Management, and Learning Experience Design to deliver targeted upskilling, coaching interventions, and continuous curriculum iteration.

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FursaFursa
Quince
Quince
2 days ago

CS Learning and Development Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own onboarding, nesting, and ongoing enablement for Quince’s global Customer Care organization. You’ll lead end-to-end new hire training using adult learning methods and guided practice labs, leveraging the LMS, AI-enabled learning tools, and proficiency-based progression to improve time-to-proficiency and customer experience outcomes. Partner with Customer Care Operations, QA, Knowledge Management, and Learning Experience Design to deliver targeted upskilling, coaching interventions, and continuous curriculum iteration.
Location: Barcelona
Employment Type: Full time
Job Function: Education & Training
Seniority: Mid level

Key Responsibilities

  • •Lead end-to-end new hire onboarding and nesting experiences to accelerate ramp and build confidence.
  • •Facilitate live and virtual learning using scenario-based learning, simulations, and practice-based assessments.
  • •Run scalable onboarding and nesting via the LMS, progress learners by demonstrated proficiency and judgment, and maintain consistent outcomes at scale.
  • •Deliver AI-enabled training and teach agents to use AI tools responsibly in live customer workflows, with quality controls aligned to Quince CX standards.
  • •Monitor readiness signals, coach at-risk learners with targeted reinforcement, and partner with QA and Operations to address recurring performance gaps.
Travel: Medium travel

Pay and Benefits

Salary: EUR 61,000 - 74,000 annually

Key Requirements

  • •Bachelor’s degree or equivalent experience.
  • •4-6 years of experience in customer experience training or learning roles.
  • •Strong facilitation and coaching experience delivering ILT and VILT to diverse audiences.
  • •Ability to leverage learning technology and AI-assisted tools to improve training throughput while maintaining quality.
  • •Strong data literacy to interpret performance signals (QA, CSAT/DSAT, time-to-proficiency) and improve learner outcomes.
Experience:4-6 yearsCustomer experience trainingCustomer careBPO partners
Education:Bachelor's
Skills:FacilitationCoachingData literacyOrganizational skillsCommunication
Tech Stack:LMSAI-enabled learning toolsELearningMicrolearningJob aidsZoomGoogle Meets

Company Brief

Quince
Quince is a direct-to-consumer brand offering affordable, high-quality apparel, home goods, and essentials—such as cashmere, basics, and home textiles—focused on transparent sourcing and value pricing for customers.
Industry: Direct to Consumer Brands
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn