Remote Call Center Learning & Development Trainer

Xterra Health; Columbus (OH); Remote; USD 66,000 - 72,000; Full time

Benefits offered by this job

Unlimited PTO

10 paid company holidays

401(k) employer match up to 4%

Remote position

Job summary

Xterra Health is seeking a skilled Learning & Development Trainer for its call center, responsible for end-to-end training from onboarding to live-call readiness and ongoing skill-building. The role requires turning complex services and policies into practical materials, applying adult-learning principles, and measuring impact on performance.

You will maintain training records, ensure HIPAA/privacy standards, and collaborate with leadership to protect queue coverage while delivering effective

Qualifications

• 3+ years of experience in employee training, learning and development, or instructional design, with call center or contact center training experience strongly 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
• Strong presentation, writing, and organizational skills
• Proficiency with PowerPoint, Word, Excel, and Teams

Responsibilities

• Training Development: design, build, and maintain training programs for new and existing Representatives, Senior Representatives, and Team Leads
• New-Hire Onboarding & Call Readiness: facilitate onboarding from classroom learning through live-call readiness
• Ongoing Development & Coaching Support: deliver refresher training and skill sessions; coordinate cross-training
• Effectiveness, Knowledge Management & Compliance: measure learning, maintain records, ensure HIPAA/privacy compliance

Skills

Training experience

Training program design

Assessment development

Call center metrics

Presentation skills

Tools

PowerPoint

Word

Excel

Teams

Job description

Xterra Health is seeking a skilled Learning & Development Trainer for its call center, responsible for end-to-end training from onboarding to live-call readiness and ongoing skill-building. The role requires turning complex services and policies into practical materials, applying adult-learning principles, and measuring impact on performance.

You will maintain training records, ensure HIPAA/privacy standards, and collaborate with leadership to protect queue coverage while delivering effective