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Care Knowledge & Learning Excellence Manager

On-site in Madrid·Added 10 days ago

L'Oréal

5 open roles

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Overview

Requirements

Have the right to work in Spain
L'Oréal doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
French
The ad asks for French, or counts it in your favour.
Work on-site in Madrid
No relocation package mentioned.
Master's degree
“Master's degree graduate with strong expertise in training design and contact center quality frameworks.” — per the ad.

Pay & benefits

What you'll get

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!

Requirements

What we're looking for

We Are Looking For
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.

The role

Care Knowledge & Learning Excellence Manager - BEST Madrid, Spain

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.

What you'll do

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.

About L'Oréal

L'Oréal is the world's largest cosmetics and beauty company, operating across a vast portfolio of brands spanning hair care, skincare, makeup, and fragrances. With a presence in over 150 countries and a workforce of over 85,000 people, the group is a global leader in the beauty industry, known for its innovation in research and development and its strong commitment to sustainability.

In Spain, L'Oréal has a significant presence with its headquarters in Madrid and a major production and logistics hub in Burgos, as well as offices in Barcelona. The Spanish subsidiary is a key market for the group, offering opportunities for international professionals in areas such as marketing, digital, supply chain, and R&D. The company is known for its inclusive and diverse work culture, with a strong focus on employee development and international mobility, making it an attractive employer for professionals looking to relocate to Spain.

Industry: Cosmetics
Founded: 1909
Employees: 50,000–100,000
Headquarters: Clichy, France
In Spain: Madrid, Barcelona, Burgos
Website: loreal.com

Good to know if you are moving

L'Oréal operates in over 150 countries, offering international professionals a wide range of career opportunities and mobility programs.
The company has a strong commitment to diversity and inclusion, with a global workforce representing over 100 nationalities.
Spain is one of L'Oréal's key markets, with its headquarters in Madrid and a major production and research center in Burgos.
The group offers competitive compensation and benefits packages, including health insurance and pension plans.
L'Oréal has a strong focus on training and development, with its own university and numerous learning programs.

In their own words

About the company & team

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.

Who We Are
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.

Additional information

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.

All open roles at L'Oréal