Operation Support Manager, Quality Assurance - Quebec City, Canada - TELUS

TELUS

Verified Company

Quebec City, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Quebec, Quebec, CA Montreal, Quebec, CA Quebec City, Quebec, CA Toronto, ON, CA- Req ID: Jobs by Category: Sales and Marketing- Job Function: Marketing- Status: Full Time- Schedule: Regular
Description:

Join our team
We are looking for a high-performing, collaborative and driven individual to join our team as a Quality Assurance Manager.

You will play a key role in collaborating with sales teams and customers to drive improved quality results in field operations.

This role will be responsible for performing Quality Assurance investigations for TELUS, you will work alongside multiple teams to identify and develop best practices, and ensure compliance with TELUS processes and business rules.

You will also be a part of our larger Complimentary Channel team, working with a high-performing and highly-engaged group of innovative individuals who drive results through creative-thinking and problem-solving, coupled with precision execution and performance measurement.

We operate in the demanding and fast-paced area of emerging products and lines of business, off the beaten path, where we must navigate ambiguity together in a collaborative environment and continually develop and execute on a roadmap to drive value to the business through initiatives and programs led both from within our team and without.

Here's the impact you'll make and what we'll accomplish together

Your role will be to manage and maintain relationships with numerous internal and external stakeholders to ensure coordination of support issues, excellent customer experience and quality of services.

Key goals will be to build and sustain solid TELUS/Vendor partner relationships and improve processes which effectively support our customers and our business.

Here's how

Inspect Channel sales pre and post install
Ensure customer journeys standards are met by sale reps nationwide (D2C & ADT by TELUS Dealer)
Inspect order quality and customer experience as well as ensuring TELUS D2C Code of Conduct protocols are met or exceeded by sales reps
Liaise with Sales Managers to ensure timely coaching and resolution of deficiencies
Work with sales channel managers to identify issues and improvement opportunities
Connect with customers for escalations and liaise with customer to resolution
Assist in implementation of new field programs and practices
Support various business units as required to handle similar situations as noted above when applicable
Represent and elevate the TELUS brand throughout the community to assist in growing market share #LI-Remote

Qualifications:

You're the missing piece of the puzzle

Bilingual in English and French required
Strong communication and collaborative skills are necessary as this position has a high level of interaction with field Partners and customers
Strategic and operational planning experience
A strong understanding of residential portfolio (FFH, SHS, Mob, TOS)
Proven success prioritizing activities and driving results in a dynamic changing environment and leading others through change management initiatives
A coach at heart, you encourage development and support the team's collective success
Always looking for opportunities for the team to innovate and identify process improvements
Demonstrated capacity for problem solving, analysis, and making sound recommendations to lead to customer excellence outcomes
Various experience building relationships with external stakeholders and customers
You have a strong community presence and involvement

years of equivalent experience

Great-to-haves (optional)