Que

CS Learning and Development Specialist

Que

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $84,000 - $120,000 per year

About the role

  • 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.
  • 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.
  • Provide individual and group coaching with clear, actionable feedback that strengthens judgment and improves on-the-job performance.
  • 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.
  • Interpret performance signals (QA, CSAT/DSAT, attrition, time-to-proficiency) to measure training effectiveness and recommend improvements based on impact.
  • Pilot and test new facilitation approaches, tools, and formats to improve engagement, personalization, and scalability.

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.
Benefits
  • Bonus: 5k low 12k high
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
facilitationcoachingscenario-based learningAI-assisted toolseLearningmicrolearningdata literacyperformance signals interpretationtraining material creationquality control
Soft Skills
organizational skillscommunication skillsjudgmentfeedback deliveryadaptabilitycollaborationproblem-solvingpersonalizationengagementcoaching
Certifications
Bachelor's degree