Technical Trainer & Quality Assurance Coach

Talkie Communications is a family-owned telecommunications company seeking a Technical Trainer & Quality Assurance Coach to lead employee training, coaching, and service quality across our locations.

This person will independently build and manage our training program—from creating lessons and scheduling training to auditing customer interactions and providing ongoing coaching. You will help new hires understand Talkie’s culture, expectations, and commitment to award-winning customer service while keeping existing employees informed and confident as our services, systems, and procedures evolve.

We’re looking for someone who understands technology, enjoys helping people learn, and can take ownership of a program from planning through execution.

Responsibilities

• Build and maintain a structured training program for new hires and existing employees.
• Create training lessons, troubleshooting guides, assessments, checklists, and reference materials.
• Develop and manage onboarding schedules, ongoing training calendars, and individual coaching plans.
• Independently coordinate training at assigned locations and follow through on employee progress.
• Teach Talkie’s culture, customer service expectations, communication standards, and troubleshooting procedures.
• Train employees on internet services, networking, cellular services, VoIP, IPTV, computers, and internal systems.
• Audit customer calls, support tickets, and other customer interactions for accuracy, professionalism, documentation, and resolution quality.
• Provide clear, constructive coaching that helps employees improve their technical skills and customer service.
• Identify knowledge gaps and recurring issues, then develop training that addresses them.
• Keep staff trained and informed on new products, service changes, system updates, and company procedures.
• Organize and maintain training resources in SharePoint so employees can easily find current information.
• Track training completion, assess employee understanding, and communicate progress and concerns to leadership.
• Work with managers and technical teams to keep training accurate and consistent across locations.

Qualifications

• Experience in employee training, coaching, quality assurance, technical support, or a related role.
• Working knowledge of IT troubleshooting, computer systems, and networking, including routers, Wi-Fi, Ethernet, and basic IP concepts.
• Familiarity with cellular services, VoIP phone systems, and IPTV.
• Proficiency with Microsoft SharePoint, including organizing and maintaining training content.
• Ability to explain technical information clearly to employees with different experience levels.
• Strong writing skills and the ability to create practical, easy-to-follow training materials.
• Strong organization and scheduling skills, with the ability to manage multiple priorities independently.
• Ability to give constructive feedback, set clear expectations, and hold employees accountable respectfully.
• A customer-first mindset and a commitment to consistent, high-quality service.

Preferred Experience

• Telecommunications, internet service provider, help desk, call center, or technical retail experience.
• Building an onboarding or ongoing employee training program.
• Reviewing calls and tickets using quality assurance scorecards.
• Using Microsoft 365 tools to manage training, documentation, and employee progress.
• Supporting training across multiple locations.

What Success Looks Like

New hires understand Talkie’s culture and can confidently assist customers. Existing employees stay informed about changes and continue developing their skills. Training materials remain accurate and accessible, and audits lead to practical coaching that improves customer service and troubleshooting.

Apply

If you enjoy teaching, solving technical problems, and helping a team perform at its best, we encourage you to apply. Please submit your resume and briefly describe your experience with technical training, employee coaching, or quality assurance.

Pay: $20.00 - $30.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $20 - $30