Remote Call Center L&D Trainer

Xterra Health; Ohio; À distance; USD 66 000 - 72 000; Plein temps

Avantages offerts par ce poste

Remote position

Unlimited PTO

10 paid holidays

401(k) employer match

Résumé du poste

Xterra Health is a fast-moving, mission-driven organization empowering veterans through transparent access to the care, benefits, and support they’ve earned. This Call Center Learning & Development Trainer owns end-to-end training from onboarding through live-call readiness, refresher sessions, and knowledge checks, measuring impact on representative performance.

This remote role requires translating complex services and policies into practical materials, applying adult learning principles,

Qualifications

• 3+ years of experience in employee training and development, or instructional design, with call center or contact center training preferred.
• Experience building and facilitating training programs, including engaging virtual instruction.
• Experience developing assessments, role-plays, and instructional materials, with knowledge of adult learning principles and training evaluation.
• Familiarity with call center metrics such as quality scores, first-contact resolution, and average handle time.

Responsabilités

• Design, build, and maintain training programs for new and existing Representatives, Senior Representatives, and Team Leads.
• Create instructor-led, virtual, and self-paced learning, along with manuals, call flow guides, talking points, job aids, assessments, and knowledge checks.
• Turn 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 review materials regularly for accuracy against current SOPs.
• Facilitate call center onboarding from classroom learning through live-call readiness, including simulated calls and call shadowing.

Connaissances

Instructional design

Live training delivery

Knowledge transfer

Outils

PowerPoint

Word

Excel

Teams

Description du poste

Xterra Health is a fast-moving, mission-driven organization empowering veterans through transparent access to the care, benefits, and support they’ve earned. This Call Center Learning & Development Trainer owns end-to-end training from onboarding through live-call readiness, refresher sessions, and knowledge checks, measuring impact on representative performance.

This remote role requires translating complex services and policies into practical materials, applying adult learning principles,