Quality Manager - Telus Purefibre - Southwestern Ontario

Description

Shape the Digital Future of Canadian Communities

Join our team

At TELUS, we believe connectivity is more than infrastructure — it's how communities thrive. Right now, we're in the middle of one of Canada's most significant fibre expansions, bringing next-generation internet to homes across Ontario for the first time. We don't just build networks. We show up, we get it right, and we stand behind every connection we make.

What you’ll do

As a Quality Assurance Manager, you'll be the customer champion who ensures every installation is done right the first time. You'll engage customers proactively after installation, conduct quality inspections in their homes, resolve concerns before they escalate, and identify opportunities to offer the best TELUS products and services that match their needs. By preventing problems, delivering exceptional experiences, and connecting customers with solutions that maximize their investment, you'll directly shape our reputation and success in these critical new markets.

Key Responsibilities:

• 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

Qualifications

What you bring

• 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%)

Great to haves

• 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