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THE ROLE

CS Learning & Development Specialist

We are seeking a CS 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.

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.

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
• 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.
• Global mindset: Comfortable assessing and customizing learning across regions and BPO partners; experience with regional compliance, product variations, or market-specific training

Pay Range:

CA$80,000-CA$90000

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.