CS Learning & Development Specialist

Quince • Toronto, ON

22h • CA$80,000 - CA$90,000 • Hybrid

About The Position

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.

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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)

Benefits

• Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals.
• Bonus and equity may also be provided for eligible roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level