Senior Lead Trainer

at  InDebted

ABOUT US

InDebted is changing the world of consumer debt collection for good. We’ve disrupted the traditional debt collection industry by providing businesses with a better way to support overdue customers to get back on track. Our solution is product-led, driven by AI and ML, and places customer experience at the core.
We’re fully remote, with a team of over 300 people living and working all around the world. Founded in Australia, we’ve since expanded into the United States, United Kingdom, Canada, and New Zealand. We’ve doubled our revenue year over year, with significant growth on the horizon. Now is an incredible time to join the team as we continue on our mission to help millions of consumers resolve debt, better.

• Proactively identify knowledge gaps and operational policies
• Provide monthly Training Needs Analysis along with initiatives and recommendations
• Collaborate with Subject Matter Experts or other departments to create processes or learning programs, as well as in identifying gaps
• Apply tested instructional design theories, practice and methods
• Provide exercises and activities that enhance the learning process
• Create supporting material/media (audio, video, simulations, role plays, games etc)
• Create engaging learning activities and compelling course content that enhances retention and transfer
• Develop and administer training programs related to other duties and special projects
• Conduct new hire and other ongoing training programs (e.g. refresher, upskilling, cross-skilling, soft skills)
• Facilitate leadership development learning sessions
• Evaluate learning through various methods like knowledge checks, practical assessments, online simulations, etc
• Track completion of training rollouts
• Conduct quality audits where needed to evaluate learning and/or identify knowledge and skill gaps
• Provide coaching, mentoring, training to Training Specialists, Training Leads, and Ops Leads
• Provide coaching to learners while in the training program
• Mentor team members on blended learning techniques and approaches
• Foster culture of blended learning with client, team, and upper management
• Maintain and manage the processes in the knowledge base, ensuring all processes are up-to-date and verified / validated
• Maintain and manage the Learning Management System
• Assist with process-related enquiries and coordinate with other departments to get answers or help resolve queries
• Respond to on-demand requests for training reports, process documentation, training, etc
• Conduct trainer observation sessions and provide feedback
• Prepare and attend training related-syncs with clients
• Other duties as assigned