Call Center Learning & Development Trainer

Xterra Health • United States, OH

1d • $66,000 - $72,000 • Remote

About The Position

Xterra Health is seeking a Call Center Learning & Development Trainer to own call center training end to end, from new-hire onboarding through live-call readiness to ongoing refresher and skill-building sessions. The trainer is responsible for designing and delivering training, maintaining training materials and job aids, and measuring whether learning improves representative performance, readiness, and knowledge retention.

The role turns complex services, pricing, workflows, and policies into clear, practical resources for live calls. Training covers Xterra Health services, call types and routing, veteran screening and probing, CRM and phone systems, documentation standards, and service expectations. The trainer works with call center leadership, Quality Assurance, and subject matter experts to keep materials accurate, support representative development, and coordinate training while protecting queue coverage.

This is a remote position. Base salary is $66,000–$72,000, commensurate with experience.

Requirements

• At least 3 years of experience in employee training, learning and development, or instructional design; call center or contact center training experience is strongly preferred.
• Experience building and facilitating training programs, including engaging virtual instruction.
• Experience developing assessments, role-plays, and instructional materials.
• Knowledge of adult learning principles and training evaluation.
• Familiarity with call center metrics such as quality scores, first-contact resolution, and average handle time.
• Strong presentation, writing, and organizational skills.
• Proficiency with PowerPoint, Word, Excel, and Teams.

Nice To Haves

• Call center or contact center training experience.

Responsibilities

• Design, build, and maintain training programs for new and existing Representatives, Senior Representatives, and Team Leads.
• Create instructor-led, virtual, and self-paced learning, including manuals, call flow guides, talking points, job aids, assessments, and knowledge checks.
• Translate complex services, pricing, workflows, and policies into clear, practical materials for live-call situations.
• Apply adult learning principles, role-plays, and scenario-based practice, and regularly review materials for accuracy against current SOPs.
• Facilitate call center onboarding from classroom learning through live-call readiness, including simulated calls and call shadowing.
• Train representatives on Xterra Health services, call types and routing, veteran screening and probing, CRM and phone systems, documentation standards, and service expectations.
• Assess knowledge and call-handling skills, identify representatives needing additional support, and recommend individualized development plans.
• Work with the Call Center Manager and Team Leads to support a smooth transition to the live queue.
• Develop and deliver refresher training based on policy changes, pricing and service updates, and call quality trends.
• Run skill sessions on active listening, probing, objection handling, empathy, problem-solving, and documentation.
• Coordinate cross-training and support coaching and leadership development for Senior Representatives and Team Leads.
• Measure learning, retention, and time to proficiency using assessments, call evaluations, and feedback surveys, and review results with the Call Center Manager and Quality Assurance.
• Maintain training records, version control, and an organized library of current scripts, job aids, and resources.
• Validate content with subject matter experts, including clinical and provider teams, and incorporate HIPAA and privacy expectations into training.
• Coordinate training schedules with call center leadership to protect queue coverage.

Benefits

• Medical, dental, and vision coverage; eligible the first of the month following 30 days, with Xterra Health covering 75% of employee premiums.
• Unlimited PTO.
• 10 paid company holidays.
• 401(k) with a 100% employer match up to 4% of eligible compensation, immediate vesting, and enrollment the first of the month following 90 days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed