Descripción de la oferta
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 If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.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 We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals. Base salary: €53,000 - €63,000 gross/year + an attractive compensation package All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles. Pay Range 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. EQUAL OPPORTUNITY & HIRING INTEGRITY 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, and 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. What personal information do we collect? We may collect and process the following types of personal information about you: Identification information (date of birth, nationality, right-to-work documentation) Employment history and qualifications Application materials (CV, cover letter, portfolio or work samples) Interview and assessment records (notes, scores, test results) References received from third parties Communication records between you and our recruitment team Sensitive personal information such as ethnicity, sexual orientation, gender identity, disability or health information (provided voluntarily for equal opportunities monitoring or reasonable adjustments, and processed only with your explicit consent or where required by law) Any other information you voluntarily provide How do we collect your personal information? We may collect personal information about you from the following sources: From recruitment agencies (where you have been referred) Directly from you (when you submit an application, attend interviews, or communicate with us) From referees you have provided From publicly available sources (such as professional networking sites) From background check providers (where required for the role) How we use your personal information We may use and process your personal information where it is necessary: in connection with or in anticipation of a contract - for example, to process your application, communicate with you about your application, and if successful, to prepare your employment contract; to comply with a legal obligation - for example, to carry out right-to-work checks or to comply with regulatory requirements; for us to pursue our legitimate interests, for the following purposes; To assess your suitability, qualifications, and experience for the role To conduct interviews, tests, and assessments and evaluate the results To verify information provided and conduct reference and background checks To improve our recruitment processes and careers portal Where we process special category data (such as diversity monitoring information or disability and adjustment requests), we do so only with your explicit consent or where necessary for reasons of substantial public interest. Who do we share your personal information with? Group companies (our UK and EU subsidiaries and US parent company) Applicant tracking system and recruitment platform providers Cloud hosting and infrastructure providers Background screening and verification providers Employer of record providers (where a role requires local employment in the UK or EU) Recruitment agencies (where applicable) IT service and cybersecurity providers Video interviewing and assessment platform providers Government authorities and regulators (where required by law) All third-party service providers processing data on our behalf are bound by data processing agreements and are required to implement appropriate security measures. We do not sell your personal data to any third party. International transfers of your personal data Last Brand Inc is headquartered in the United States. When you apply for a role at Quince, your personal information will be transferred to and processed in the United States. The United States has not received a general adequacy decision, so we use appropriate safeguards for transfers of your personal information to the US and other countries without an adequacy decision. For transfers from the EEA, we rely on the Standard Contractual Clauses adopted by the European Commission in 2021 (the 2021 SCCs). Where providers are certified under the EU-US Data Privacy Framework, we may rely on that as an additional safeguard. For transfers from the UK, we rely on the UK International Data Transfer Agreement or the UK Addendum to the EU SCCs. We conduct transfer impact assessments where required. How long do we keep your personal information? We will retain your personal information for as long as is necessary to fulfill the purposes we collected it for, including to satisfy any legal requirements or to establish, exercise, or defend legal claims, or where we have a legitimate interest. We will typically retain your data for no longer than 12 months. You may exercise your right to deletion of your personal information at any time by contacting us using the details below. We will comply unless we have a lawful basis to continue processing it, for example to comply with a legal obligation or to establish, exercise, or defend legal claims. Your rights You have a number of rights in relation to your personal information. You are entitled to: Access to your personal information Correction of inaccurate or incomplete information Deletion of your personal information in certain circumstances Restriction of how we process your personal information Transfer of your personal information to another organisation (data portability) Object to our processing of our personal information where we rely on legitimate interests Withdraw your consent at any time where consent is the legal basis Not be subject to solely automated decision-making To exercise any of these rights, please contact us using the details below. Changes to this privacy notice We keep this privacy notice under regular review. Any updates will be posted on this page. The date this notice was last updated is shown at the bottom of this page. Contact us If you have any questions about this Notice, about the way we process your personal data, or if you wish to exercise any of your rights, please contact us at privacy@uk.onequince.com.
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