L&D Specialist

Job Description:

About Us

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

Job Summary

Job Summary:

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).

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