Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. As a Collections Training Manager, you will lead a team responsible for developing and maintaining high-quality training materials that meet accuracy and effectiveness standards. You will play a key role in aligning training programs with operational goals, compliance requirements, and industry best practices, while driving continuous improvement across collections functions. In addition, you will oversee the quality assurance processes to ensure the highest performance and consistency within the department.

• Lead and manage a team of training specialists and QA professionals in the creation and monitoring of collections training materials for both domestic and international operations.
• Develop and implement comprehensive training programs that support operational goals and ensure compliance with relevant regulations, policies, and procedures.
• Ensure training materials are accurate, up-to-date, and aligned with the latest industry practices and standards.
• Oversee the creation of e-learning courses, manuals, job aids, and other training resources for groups across multiple regions.
• Establish and monitor quality assurance standards for training content, ensuring it meets the organization’s goals and compliance requirements.
• Review and audit training materials regularly for content accuracy, relevance, and clarity, providing feedback to improve quality.
• Coordinate with other departments to ensure consistency in messaging and integration of training materials across different regions.
• Conduct training sessions for vendor training teams, focusing on continuous improvement and skill development.
• Track and report on training effectiveness and team performance, utilizing feedback to drive continuous enhancement of training programs.
• Manage the creation and maintenance of a centralized training repository for easy access and retrieval of all training materials.
• Stay updated on industry trends and innovations in collections management and training, recommending updates to current processes as needed.
• Lead the internal quality team in developing and implementing robust compliance and quality initiatives.
• Design, monitor, and assess the quality performance of vendor collection agencies, identifying areas for improvement in partnership with the QA team.