BEST Madrid - Care Knowledge & Learning Excellence Manager
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.
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.
- 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 sidelines at L’Oréal.
- An environment where people of every ethnicity, social background, age, religion, gender and sexual orientation as well as people with disabilities are accepted, can speak up, will thrive and are celebrated!
- A place where you can contribute to something bigger!
Join us at L’Oréal, the world's \#1 beauty company. Based in Madrid, our BEST (Business Services \& Transformation) hub is an agile, transversal European center of excellence designed to deliver high\-quality performance in Finance, HR, and Operations, bringing digital and collaborative solutions to all divisions.
We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio\-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.
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