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

Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality.

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. 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 integral Customer Care organization.

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.

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. 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.

Use learner performance signals from training activities (exercises, scenario performance, QA trends) to personalize reinforcement and reduce early-tenure risk. 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. 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 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; 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.Bachelor's degree or equivalent experience At least 4-6 years of experience in customer experience training or learning roles 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 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: experience with regional compliance, product variations, or market-specific training 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. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

📌 Cx Learning And Development Specialist At Quince (Cataluña)
🏢 Quince
📍 Cataluña