Call Center Learning & Development Trainer

Xterra Health is a fast-moving, mission-driven organization empowering veterans through transparent access to the care, benefits, and support they’ve earned. Veterans feel the difference between a representative who knows the answer and one who is guessing, and strong training is how every call is handled accurately, consistently, and with compassion.

Our call center runs on existing SOPs and a CRM platform, but much of the training content still needs to be organized, simplified, and kept current.

The Call Center Learning & Development Trainer owns training for the call center end to end: new-hire onboarding through live-call readiness, refresher and skill-building sessions, training materials and job aids, and measuring whether training changes performance. This role decides how training is designed and delivered and is accountable for representative readiness and knowledge retention.

This is a role for someone who can make complex information easy to use on a live call and who measures success by how representatives perform.

Key Responsibilities

Training Development

• 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

New-Hire Onboarding & Call Readiness

• Facilitate call center onboarding from classroom learning through live-call readiness, including simulated calls and call shadowing
• Cover 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 who needs more support, and recommend individualized development plans
• Work with the Call Center Manager and Team Leads for a smooth transition to the live queue

Ongoing Development & Coaching Support

• 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

Effectiveness, Knowledge Management & Compliance

• 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
• Keep 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 build HIPAA and privacy expectations into every program
• Coordinate training schedules with call center leadership to protect queue coverage

Required 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

Desired 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

Compensation & Benefits

• Base salary: $66,000 – $72,000, commensurate with experience
• Medical, Dental & Vision: Eligible the first of the month following 30 days; Xterra Health covers 75% of employee premiums
• Unlimited PTO, plus 10 paid company holidays
• 401(k): 100% employer match up to 4% of eligible compensation; immediate vesting; enrollment the first of the month following 90 days
• Remote position