Learning and Development

• Own the end-to-end training and coaching strategy for Lemon Law and Personal Injury Intake teams, partnering with leadership to align training outcomes with business goals.
• Design, deliver, and continuously improve new hire onboarding programs covering case type fundamentals, script mastery, objection handling, Salesforce and Hubspot workflows, and call flow expectations.
• Conduct ongoing training sessions, team huddles, and skill-building workshops to reinforce best practices, roll out new scripts or processes, and address emerging performance trends across both intake teams.
• Monitor live calls and review recorded calls to identify coaching opportunities, validate training effectiveness, and reinforce best practices.
• Partner closely with the Quality Assurance department, using QA scores, trends, and insights to shape training priorities, target individual coaching plans, and close identified skill gaps.
• Deliver individualized 1-on-1 coaching sessions focused on tone, empathy, consultative selling, assumptive closing techniques, and case qualification accuracy.
• Create and maintain training materials, call scripts, objection-handling guides, knowledge base articles, and role-play scenarios in both English and Spanish.
• Partner with intake leadership to identify skill gaps, design improvement plans, and track coaching outcomes against team KPIs such as conversion rate, retainer rate, and overall call quality.
• Support Performance Improvement Plans (PIPs) when needed, working closely with managers and the QA team to help underperforming agents reach expectations.
• Build the foundation for a growing training function — including documentation, SOPs, and team structure — in preparation for hiring and managing additional trainers and coaches as the firm scales.
• Stay current on lemon law and personal injury intake processes, Salesforce and Hubspot best practices, and consumer-focused sales techniques to ensure training content remains accurate, relevant, and effective.

Intake Training Manager – LATAM

• Analyze learning needs through organizational diagnostics, stakeholder interviews, and alignment with client strategic objectives.
• Design corporate learning solutions grounded in adult learning principles (andragogy), experiential learning, and blended or digital approaches.
• Structure curricula, learning paths, training programs, and development experiences across in-person, virtual, and hybrid formats.
• Develop instructional scripts, storyboards, and pedagogical designs for e-learning, virtual instructor-led training, in-person workshops, microlearning, simulations, and applied projects.
• Partner closely with subject matter experts, trainers, facilitators, business teams, and corporate leaders.

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Intake Training Manager – LATAM

Instructional Designer