About the Training Team

Training is how Possible keeps Operations ready for new hires, ready for new products, and ready for the shift AI is bringing to how the work itself gets done. We run the live training and close the loop between QA and coaching so agents improve, faster.

The Role

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

Facilitated Training Delivery

• 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.

QA-Driven Coaching & Remediation

• 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.

Program Operations & Collaboration

• 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, and surface recurring learner questions and knowledge gaps back to the Training Manager.

LMS & Course Development

• 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.

What We're Looking For

Requirements

• 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.