Job Description

About Us

Foundever® is a global leader in the #CustomerExperience (#CX) industry. Create Connection. Value Conversation.

The L&D Specialist will support the continuous development of customer service teams within a fast-paced BPO environment. This role focuses on improving operational performance through targeted learning interventions, aligning training programs with KPIs such as CSAT, AHT, FCR, and Quality Scores. The role requires a strong focus on measurable business impact and ROI.

Primary Job Responsibilities

Key Responsibilities:

• Design and develop training materials tailored to contact center operations (customer service, sales, technical support).
• Screen and evaluate learning content to ensure alignment with business goals and operational KPIs.
• Identify target audiences (new hires, tenured agents, team leaders) and customize training approaches accordingly.
• Partner with Operations, Quality, and Workforce Management teams on cross-functional projects.
• Support onboarding (new hire training), nesting, and continuous learning programs.
• Develop and implement competency frameworks for agents and team leaders.
• Analyze performance gaps using data (QA scores, CSAT, AHT, FCR) and recommend learning solutions.
• Measure training effectiveness beyond satisfaction, focusing on behavior change and business results.
• Track and report ROI of training initiatives, linking learning outcomes to operational improvements.
• Provide coaching support and upskilling initiatives to improve agent performance.

Job Requirements:

• Minimum of 1 year of experience in Learning & Development, preferably within a BPO or contact center environment.
• Previous training and facilitation experience is a must.Proficiency in English language at C1 level is a must.
• Experience in instructional design, training delivery, and content creation.
• Strong understanding of contact center KPIs (CSAT, AHT, FCR, QA).Experience in competency framework development.
• Proven experience working on cross-departmental projects (Operations, QA, WFM).
• Strong analytical mindset with the ability to measure training impact on business performance.
• Excellent communication, presentation, and stakeholder management skills.Ability to work in a fast-paced, performance-driven environment.
• Certifications such as TTT (Train the Trainer), PCT (Professional Certified Trainer), or TOT (Training of Trainers) are preferred.

KPIs (Key Performance Indicators):

• Improvement in CSAT (Customer Satisfaction Score) post-training.Reduction in AHT (Average Handling Time) where applicable.
• Improvement in FCR (First Call Resolution)Increase in Quality Assurance (QA) scores
• Training ROI (performance improvement vs. training cost).
• Speed to proficiency for new hires (time to go live / nesting success rate).Reduction in repeat errors or escalations.
• Stakeholder satisfaction (Operations & Clients).