TELUS Agriculture & Consumer Goods is looking for a Quality Manager dedicated to ensuring every customer connection is done right. In this field-based role, you will be the champion for quality, proactively validating installations and enhancing the customer experience across the Greater Toronto Area. We believe connectivity is more than infrastructure—it's how communities thrive, and we show up, get it right, and stand behind every connection we make.
What You'll Do
- Conduct quality inspections on consumer fibre installations and repairs across the Greater Toronto Area.
- Contact customers after installation to assess satisfaction and resolve concerns proactively.
- Validate installation quality, including physical components, technical performance, and customer experience.
- Identify opportunities to recommend TELUS products and services that genuinely improve the customer's experience.
- Identify quality trends and recommend process improvements.
- Provide coaching and feedback to technicians and installation 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 on quality metrics, escalations, and sales outcomes.
What We're Looking For
- 5+ years of experience in field service quality, customer success, telecommunications sales, technical support, or installation management.
- Strong technical knowledge of broadband/fibre installation and network equipment.
- Excellent technical and customer-facing communication skills.
- A valid driver's license and positive driving record.
- Ability to work independently in the field and in customers' homes.
- A customer-first mindset and strong problem-solving orientation.
- A data-driven approach to quality and continuous improvement.
- Ability to identify customer needs and recommend relevant products and services.
- Willingness to travel within the region for 50-75% of your time.
Nice to Have
- Experience with fibre-to-the-home (FTTH) installations.
- Familiarity with network diagnostic tools and speed testing.
- A background in quality assurance or continuous improvement.
- Telecom industry experience.
- Sales experience in a field service or customer-facing environment.
Work Mode
This is a local-city position requiring regular travel and on-site work within the Greater Toronto Area.
