TELUS Agriculture & Consumer Goods is hiring a Quality Manager to ensure every fibre installation delivers an outstanding customer experience. At TELUS, we believe connectivity is more than infrastructure — it's how communities thrive. You will be the customer champion who proactively engages with customers after installation, validates quality in their homes, resolves concerns, and helps them get the most from their TELUS services.
What You'll Do
- 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, including physical components, technical performance, and customer experience
- Identify opportunities to recommend 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
What We're Looking For
- 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, both 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%)
Nice to Have
- 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
Work Mode
This role is based in Southwestern Ontario and requires significant travel for on-site work in customers' homes.
