TELUS

Quality Manager

TELUS

full-time

Posted on:

Location Type: Office

Location: London • Canada

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About the role

  • Conduct quality inspections on consumer fibre installs and repairs across Southwestern Ontario
  • Contact customers after installation to assess satisfaction and resolve concerns proactively
  • Validate installation quality (physical components, technical performance, customer experience)
  • Identify opportunities to sell TELUS products and services in a way that genuinely improves the customer's experience
  • Identify quality trends and recommend process improvements
  • Provide coaching and feedback to technicians and partners
  • Develop and deliver training on quality standards and best practices
  • Maintain hands-on expertise by regularly performing installations in home simulation pods
  • Track and report quality metrics, escalations, and sales outcomes

Requirements

  • 5+ years in field service quality, customer success, telecommunications sales, technical support, or installation management
  • Strong technical knowledge of broadband/fibre installation and network equipment
  • Excellent communication skills (technical and customer-facing)
  • Valid driver's license and positive driving record
  • Ability to work independently in the field and in customers' homes
  • Customer-first mindset and problem-solving orientation
  • Data-driven approach to quality and continuous improvement
  • Ability to identify customer needs and recommend relevant TELUS products and services
  • Travel within the region will be required (50-75%)
  • Experience with fibre-to-the-home (FTTH) installations
  • Familiarity with network diagnostic tools and speed testing
  • Quality assurance or continuous improvement background
  • Telecom industry experience
  • Sales experience in a field service or customer-facing environment.
Benefits
  • Great to haves
  • Accessibility
  • We’re committed to diversity and equitable access to employment opportunities based on ability.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
broadband installationfibre installationnetwork equipmentquality assurancecontinuous improvementnetwork diagnostic toolsspeed testinginstallation managementtechnical supportsales
Soft Skills
communication skillscustomer-first mindsetproblem-solving orientationindependent workcoachingfeedbackcustomer satisfactiondata-driven approachprocess improvementtraining development
Certifications
valid driver's license