Quality Assurance Manager - TELUS PureFibre - Québec

Telus View all jobs

  • Montreal, QC
  • Permanent
  • Full-time
  • 27 days ago
DescriptionShape the Digital Future of Canadian CommunitiesJoin our teamAt 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 Quebec 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 doAs 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 Quebec
  • 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
QualificationsWhat 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
Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its provincial scope.Job Type: This is for a current vacancyA bit about usWe’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.TechniciansOur team is all about making a connection with our customers and within our communities.We are honoured to be recognized1.4M
Days volunteered in our communities.3,300 +
Field service and support team members1.5 to 4
Months of intensive training for new technicians and an award-winning certification program for career progressionAccessibilityTELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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