[Hiring] Training Associate @Possible Finance

Role Description

The Training Associate leads facilitated training delivery across Operations, including training and facilitating alongside BPO partner trainers. You'll lead live onboarding, refresher, and product-launch training for internal teams and BPO partners. You'll turn QA referrals into real 1:1 coaching. And you'll help build the LMS courses and microlearning that let the team's output scale without scaling headcount.

This is a delivery role, not a strategy role. You'll report to the QA Manager and work in close, day-to-day partnership with the Documentation & Training Manager, who owns facilitated training delivery, sets its strategy and direction, and will train you into the role. The Manager owns the function; you lead the sessions, get training in front of people, and make sure it lands.

Key Responsibilities

• Lead live onboarding, refresher, and product-launch training for Operations team members, BPO partner trainers, and cross-functional audiences.
• Maintain expert-level knowledge of Possible's products, processes, compliance policies, and brand tone.
• Partner with BPO trainers so their agents get product-expert-level training.
• Support the eventual build-out of a structured internal trainer program (selection criteria, calibration standards, train-the-trainer cadence) as training scales.
• Partner with QA Analysts to translate quality trends into targeted retraining, for individual agents and for groups identified through QA review.
• Deliver 1:1 coaching on referral from QA, focused on closing skill and knowledge gaps, not performance management.
• Feed coaching observations back to the Training Manager to inform curriculum updates and new course design.
• Coordinate training schedules, learner enrollment, and completion tracking across the Ops org.
• Capture facilitator feedback and knowledge-check results to feed program improvement.
• Liaise with Product, Compliance, and Customer Operations leadership to keep training aligned with launches, policy updates, and regulatory changes.
• Surface recurring learner questions and knowledge gaps back to the Training Manager.
• Build standard course content, microlearning, and upskilling programs in the LMS under the Documentation & Training Manager's direction.
• Apply AI-assisted course development workflows: SCORM generation, source material conversion, scenario design.
• Maintain and update existing courses on a structured review cadence.

Qualifications

• 2+ years facilitating training in a customer support, operations, or contact-center environment.
• Strong instructional delivery skills, including comfort facilitating to ESL audiences and BPO partner trainers.
• Experience coaching; preferably within a QA-driven feedback loop.
• Comfort using AI tools as part of a content-creation and training-preparation workflow.
• Strong organizational skills, attention to detail, and the ability to manage competing deadlines.

Preferred

• 2+ years of experience in instructional design or course development, with working knowledge of a structured design process (e.g., ADDIE) and the learning principles that drive retention and reduce cognitive overload.
• Hands-on experience building courses in an LMS authoring tool such as Articulate Rise or Storyline.
• Familiarity with SCORM.
• Experience in a regulated industry, ideally financial services or fintech.
• Exposure to designing upskilling or reskilling programs tied to evolving job roles.