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Quality Manager - TELUS PureFibre - Southwestern Ontario

Location: 

London, ON, CA

Req ID:  53126
Jobs by Category:  Operations
Job Function:  Technology
Status:  Full Time
Schedule:  Regular

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. This role does not have direct reports.


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

 
Salary Range:  $70,000-$120,000
Performance Bonus or Sales Incentive Plan:  12%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …
Job Type:  This is for a current vacancy

A bit about us

We’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.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS 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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