CX Learning and Development Specialist at Quince

Quince; Barcelona; Presencial; EUR 53.000 - 63.000; Jornada completa

Descripción de la vacante

Quince is seeking a CX Learning & Development Specialist to join our growing Barcelona team. The role focuses on onboarding, nesting, and ongoing enablement for our global Customer Care organization, using AI-enabled learning tools and scalable formats to accelerate time-to-proficiency.

Reporting to the Sr. Learning & Development Manager, you will deliver high-quality facilitation, coaching, and performance diagnostics, contributing to customer experience improvements and business impact.

Formación

• Bachelor's degree or equivalent experience.
• 4–6+ years of experience in customer experience training or learning roles.
• Strong facilitation and coaching skills with ILT and VILT delivery experience.
• Proven ability to leverage learning technology and AI-assisted tools to increase throughput while maintaining quality.
• Data literacy to interpret QA/CSAT/time-to-proficiency signals and improve outcomes.
• Excellent written and verbal communication; strong organizational skills; travel up to 25%.

Responsabilidades

• Lead end-to-end onboarding experiences to accelerate ramp and confidence.
• Facilitate live and virtual learning sessions using adult learning best practices.
• Deliver nesting experiences as guided practice labs with AI-enabled tools.
• Support onboarding at scale with LMS workflows and concurrent cohorts.
• Progress learners based on demonstrated proficiency and readiness.
• Design targeted upskilling and refresher training based on performance trends.

Conocimientos

Facilitation

Coaching

ILT/VILT delivery

AI-assisted tools

Data literacy

Organizational skills

Communication skills

Global mindset

Time management

Travel readiness

Educación

Bachelor's degree or equivalent experience

Herramientas

LMS

eLearning platforms

Descripción del empleo

CX Learning & Development Specialist at Quince in Barcelona, CT, ES. This Full time on site position offers great opportunities for career growth.

ABOUT QUINCE Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world's finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren't interested in replicating how others do retail. We're building a better way – at a speed and scale unlike anything that's been done before. We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place. Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths. Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory. If you're someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

THE ROLE

We are seeking a CX Learning & Development Specialist to join our growing team. This is a high-impact, execution-focused role responsible for delivering onboarding, nesting, and ongoing enablement for our global Customer Care organization. Partnering closely with the Sr. Learning & Development Manager, Customer Care Operations, QA, Knowledge Management, and Learning Experience Design, you will own the day-to-day delivery of onboarding and nesting experiences — leveraging AI-enabled learning tools, scalable practice environments, and modern digital training formats to increase training throughput without sacrificing quality. In this role, you will accelerate agent time-to-proficiency and improve customer experience outcomes globally through high-quality facilitation, coaching, performance diagnostics, and targeted reinforcement that directly support agent readiness and business performance.

RESPONSIBILITIES:

• Training Delivery, Facilitation & Nesting Execution Lead end-to-end new hire onboarding experiences that accelerate ramp and build confidence from day one.
• Facilitate live and virtual learning sessions using adult learning best practices, including storytelling, scenario-based learning, simulations, and practice-based assessments.
• Deliver hands-on nesting experiences that function as guided performance labs, leveraging scenario-based practice and AI-enabled tools to increase feedback speed and learner throughput.
• Leverage the LMS and scalable digital learning workflows to support high-velocity onboarding, including running concurrent cohorts and maintaining consistent learner outcomes at scale.
• Progress learners through onboarding and nesting based on demonstrated proficiency and judgment—not time-in-seat or module completion.
• Design and deliver targeted upskilling and refresher training based on performance trends, operational changes, and emerging customer needs.

AI-Enabled Training Delivery & Scalable Learning Operations

Leverage AI-assisted tools and eLearning assets to increase training throughput and capacity while maintaining high-quality learner outcomes. Deliver scalable onboarding and nesting using structured practice systems (scenario-based learning, simulations, and proficiency-based progression) rather than time-based learning alone. Use learner performance signals from training activities (exercises, scenario performance, QA trends) to personalize reinforcement and reduce early-tenure risk. Teach agents how to use AI tools responsibly in live customer workflows, including verification behaviors, exception handling, and escalation judgment. Apply strong judgment and quality controls when using AI-assisted content, coaching prompts, or practice scenarios to ensure accuracy and alignment with Quince CX standards.

Coaching, Readiness & Skill Reinforcement

• Establish personalized, targeted interventions for at‑risk learners (e.g., 1-on-1 coaching plans, customized reinforcement, adaptive practice pathways)
• Monitor learner progression and readiness signals; proactively adjust support based on performance data and individual needs
• Reinforce key behaviors through post‑training follow‑ups, calibration moments, and targeted reinforcement activities. Partner with QA and Operations to identify recurring performance gaps and translate them into coaching and reinforcement priorities.

Content Iteration & Regional Enablement Support

• Maintain and update existing onboarding and enablement materials to reflect changes in tools, workflows, policies, and customer experience priorities.
• Customize facilitator materials, practice scenarios, and reinforcement activities to meet cohort needs and address emerging performance trends.
• Contribute to training content improvements and regional enhancements in partnership with Learning Experience Design and Knowledge Management, flexing build work based on facilitation schedules and business needs.
• Partner with Learning Experience Design and Knowledge Management to implement content updates and regional enhancements, flexing build work based on facilitation schedules and business needs.
• Provide structured feedback from live training and nesting observations to inform content updates, pathway improvements, and future training builds.

Performance & Continuous Improvement

• Recommend improvements with supporting data and prioritize by business impact (CSAT, DSAT, attrition, compliance risk, time-to-proficiency) Pilot and test new facilitation approaches, tools, and formats to improve engagement, personalization, and scalability; balance experimentation with operational consistency.
• Own the design, development, and continuous iteration of onboarding and nesting curriculum (scenarios, assessments, job aids, reinforcement activities) Translate performance insights into curriculum improvements (e.g., scenario refinement, new practice activities, job aids, modality changes)

REQUIREMENTS:

• Bachelor's degree or equivalent experience
• At least 4-6 years of experience in customer experience training or learning roles
• Strong facilitation and coaching skills, with experience delivering ILT and VILT to diverse audiences
• Demonstrated ability to leverage learning technology and AI-assisted tools to increase training throughput and capacity while maintaining quality
• Experience creating and updating training materials across formats (eLearning/WBT, microlearning, reinforcement activities, job aids)
• Strong data literacy, with the ability to interpret performance signals (QA, CSAT/DSAT, time-to-proficiency) and apply insights to improve learner outcomes
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills, including comfort delivering feedback and coaching.
• Travel: Up to 25% to support onboarding cohorts and training initiatives across global offices; facilitate in-person sessions and cross-regional training alignment as required.
• Global mindset: Comfortable assessing and customising learning across regions and BPO partners; experience with regional compliance, product variations, or market-specific training

Base salary: €53,000 - €63,000 gross/year + an attractive compensation package

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.