CARE: Training & Development Expert

Mumbai India

23 days ago

Years of Experience

6 - 11 years

Workplace Type


Seniority Type




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trainingcustomer servicecustomer satisfactioncustomer carecustomer experiencecustomer relationship managementtraining operationscustomer operations managementbpo operations

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John Fernandes

Talent Advocate at WhiteCrow


About our client

Our Client operates in the Cosmetics Industry, with its headquarters rooted strongly in France. It has its branches spread to more than 150 countries, providing employment to more than 85,000 people all over the world. They fall in the “50 Most Innovative Companies in the World”. Their core business is to provide tailor made beauty to their clients. They have the advantage of having Diverse and Globalized product lines.

Job description

Role Description:

  • We have a suitable opening in the Consumer Experience team for the position of CARE : Training & Development Expert in the CDMO Function.
  • In this individual contributor role you will play a crucial role to provide support & continuously develop the CARE Team with various expertise’s to guarantee their optimal performance and engagement through all channels of communication to ensure the best level of Consumer Experience across channels while supporting E-Care BAs to better address their intents



  • Deploy and implement the training strategy for the entire CARE team (In-house & BPO) and deliver best on the set KPI results & elevate Consumer Experience
  • Create dedicated training content
  • Organize, lead and facilitate training sessions
  • Collaborate & be the liaison between the different stakeholders
  • Responsible for the evolution of training programs & recognize opportunities for improvement
  • Monitor and evaluate current training program’s effectiveness and success (attendance rate, post training quizzes)

Development of the CARE team:

  • Build, run and assess the monthly / quarterly competency tests and adjust trainings according to results
  • Monitor & Analyze feedback from CSAT surveys & Quality Monitoring in detail to adjust trainings with the aim of upskilling & developing the team
  • Development plan after training need analysis basis the above and post training evaluation
  • Follow set KPIs that allow to monitor the quality of the training content (e.g., FCR, CSAT, etc)
  • Elevates Customer Experience & Service Attitude

Planning & Reporting:

  • Develop a training plan for the entire CARE function - freshers, E-CARE BA’s after a training need analysis & recognition of opportunities
  • Reporting on planners, success and development tracker 


Pedagogical skills & capacity to execute trainings

  • Effective listening and communication
  • Autonomy, organization and decision-making skills
  • Knows customer profiles & transmits customer centricity
  • Knowledge of Beauty Métiers
  • Knowledge of Platforms (Social/Salesforce & Sprinklr)
  • Advanced Knowledge of tools to create and update trainings and e-learnings
  • Fosters empathy
  • Continuously elevates services standards and execution according to brand specificities
  • Cooperates with 360° internal and external stakeholders guarantying a consistent customer experience

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Contact our TA to know more about the job

John Fernandes

Talent Advocate at WhiteCrow

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