Care Knowledge & Learning Excellence Manager – BEST Madrid, Spain
Hello, we’re L’Oréal. We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading, this might be the opportunity you've been searching for.
A Day in the Life
Reporting to the EU Zone Head of Care, you will be the ultimate guarantor of service excellence across Europe, pivoting between internal brand teams and our outsourced provider to elevate training, quality assurance, and knowledge management.
- Training & Onboarding: Design, deploy, and continuously optimize training programs (brand tone, product expertise, digital tools) and manage the onboarding of new agents.
- Quality Assurance: Direct calibration sessions, conduct monthly case audits, and drive the implementation of corrective action plans to boost CSAT and resolution rates.
- Knowledge Base Governance: Partner with brand teams to translate their DNA into operational FAQs, structured scripts, and reference documentation in Salesforce.
- GenAI Quality Automation:
Lead pioneering projects to deploy GenAI-powered quality evaluation tools and drive change management for AI-assisted frontline agents.
We Are Looking For
An expert in instructional design and quality assurance, passionate about people development and digital innovation:
- Master's degree graduate with strong expertise in training design and contact center quality frameworks.
- Advanced skills in knowledge platform management (Salesforce, Sprinklr) and QA tools.
- Pioneering spirit with high openness to GenAI integration and automated evaluations.
- Structured project manager able to influence stakeholders without authority in a matrix environment.
- Fluent English; proficiency in French or other European languages is a strong asset.
What’s In It For You
- A place for you to leave your comfort zone and grow beyond your potential.
- Real responsibility from day 1, there’s no sitting on the sidelin
📌 BEST Madrid (España)
🏢 Loréal
📍 España