Training & Quality Assurance Specialist

IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY!  
At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. We’ve had the home team advantage for over 75 years, and we’re proud to serve the communities where we live, work, and play.

JOIN THE HOME TEAM

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k Match, HSA, and more!

WHAT WE’RE OFFERING

The Training and Quality Assurance Specialist position offers a unique opportunity to leverage your instructional design skills to develop and deliver engaging training programs for the Installation and Repair department.

As a Training and Quality Assurance Specialist, you'll ensure effective knowledge transfer while continuously maintaining and improving training materials to align with evolving needs. Additionally, you'll play a key role in shaping the company's Quality Assurance (QA) strategy, leading efforts to establish and enforce quality standards across the organization. This multifaceted role is ideal for a collaborative and quality-focused professional who thrives in a fast-paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include the following, but other duties may be assigned as required.

• Collaborate with departmental and company leaders to conduct comprehensive training needs assessments.
• Use assessment insights to design, develop, and deliver engaging training programs—via instructor-led sessions, hands-on workshops, and eLearning modules—that address identified skill gaps and align with company goals.
• Research industry best practices, analyze program effectiveness through data-driven methods, and update training materials to ensure optimal learning outcomes and sustained knowledge retention.
• Develop senior and lead technicians to effectively train new technicians in the field. 
• Communicate technical information clearly and effectively to non-technical users. 
• Develop and implement assessment tools to evaluate training program effectiveness.
• Create and maintain presentations, manuals, troubleshooting guides, procedure documents, and multimedia content to support training initiatives.
• Maintain strong working relationships with customers and integrate their feedback to improve training and repair services.
• Provide regular reports on training program performance and recommend process improvements.
• Share training insights across the organization to align cross-functional teams.
• Work closely with HR, operations, and other relevant departments to integrate training initiatives with broader organizational strategies.
• Lead efforts to establish and enforce QA standards and guidelines.
• Oversee the development and maintenance of quality programs, systems, processes, and procedures to ensure compliance with internal and external standards.
• Participate in internal and external customer audits and provide leadership for the internal audit program.
• Develop and implement inspection and operational procedures.
• Evaluate and rate departmental personnel performance.
• Ensure departmental operations comply with OSHA, material handling, and facility safety requirements.

WHAT YOU BRING: 

• High school diploma or equivalent required.
• 3 years of experience developing technical training materials and programs for field and technical teams; telecom field experience preferred. 
• Intermediate to advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook; LMS administration experience is a plus. 
• Valid TN driver's license and satisfactory driving record.
• Exceptional verbal, written and presentation skills. 
• Ability to effectively multi-task in a fast-paced environment.
• Excellent time management and communication skills, with the ability to work independently or part of a team.
• Knowledge of NESC aerial and UG requirements as well as understanding of State and local regulations for working within their right of ways preferred.
• Demonstrates high ethical standards, strong work ethic with an emphasis on team commitment, showing respect for others, the ability to acknowledge and build on others’ ideas, and support for group decisions.
• Ability to read/learn to read installation and troubleshooting procedures, written documentation, training materials, and network records.
• Ability and interest to work in a dynamic and rapidly changing technology environment, effectively dealing with multiple projects and stress.
• Must have the ability to solve problems with patience and a positive approach.
• Self-motivated, detail-oriented, and organized with the ability to work efficiently to meet deadlines.
• Ability to operate motorized work equipment and service equipment, including personal computers, phone systems, software applications (including email clients and web browsers), hand tools, electric tools, and test sets.
• Knowledge of basic mathematics and consumer electronics.  

WHO WE ARE
United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved into an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region as recognized by Broadband Now, United also delivers personalized user experience with local customer service, ranking as one of the industry’s best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless, and DSL internet, and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.

UNITED COMMUNICATION'S CORE VALUES:
We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

• Safety – we assure the safety of everything we do.
• Service – we are responsive, informed, and easy to do business with.
• United – we communicate and collaborate.
• Integrity – we keep our promises and do the right thing even when no one is watching.
• Driven – we serve to win customers.