Quality Experience Manager
Careers That Don’t Suck
Leading Business Connectivity.
JOIN OUR TEAM
Frontier Networks is in the business of building broadband infrastructure and voice services. We have, by far, the largest network with the most significant overall reach.
Frontier Networks is a ‘game-changer’ in our industry – where others provide mediocre coverage, weak execution, and ineffective support; Frontier excels with our 100 percent coverage connectivity solution that rivals everyone. Not to mention, our commitment to having customers experience our company’s culture.
We are passionate about what we do, we take quality and customer support seriously, and our culture places us as one of the most incredible places to work.
EVERY REVOLUTION
NEEDS A
LEADER
We are hiring a Quality Experience Manager to help us manage our customer experience and qualify checks. We’re Frontier Networks. We are the company that “does not suck.” We need people to join our team to keep us faithful to this statement as we grow.
Measurement matters. We’re looking for a robust and data-driven individual who can review Key Performance Indications (KPI) for our Order Entry, Site Delivery, and Service Level measurement.
What is the role?
It starts with building excellent relationships with the team today – teamwork matters.
You will live in a lake of data that you will need to review daily and in real-time. Therefore, we strive for efficiency in all areas, including:
- Initial site activations
- Revisits (less are better)
- Customer satisfaction surveys
- Key learning review sessions
- Mandatory Lessons Learned training
- Ongoing quality service checks
- Weekly pep chats with the team
At Frontier, the role of a Quality experience manager is to proactively increase customer satisfaction and loyalty through ensuring interactions meet customer needs and managing the customer life cycle.
We have processes in place that work today, but we need to make sure that they are followed and sometimes, we outgrow a function and need to change.
Modernization is key. We don’t want to review spreadsheets. We’re looking for someone that can work natively in data (in real-time) to look for ways to save time, money and aggravation.
About you.
We are looking for a highly organized individual who likes to work off a task list and is committed to the efficient completion of tasks.
A positive attitude is often overlooked as an asset during the hiring process, not at Frontier. We need you to have one.
We are looking for someone with excellent people skills and task management.
We need someone who thinks like a six sigma ninja with ITIL knowledge yet is lean and eager to jump into the problem in real-time.
Desired Skills & Experience.
The ideal candidate has:
- Completion of a College or University program at an accredited Canadian University or College.
Demonstrate between 5 – 10 years of experience with an employer in Canada. - Be a current resident in the Toronto / GTA with the ability to commute to our 530 Kipling office.
- Experience with a tech company is ideal. Telecom is not necessary.
- A reasonably good grip of telecom, data circuits, order portals, vendor management
- An aptitude for telecom
Some obvious skills.
- Strong interpersonal skills
- Ability to prioritize and re-prioritize
- Ability to accept a task run with it until complete
- Ability to work with management – who ultimately will assign tasks to you and will track our effectiveness
- Have that confident internal ‘drive’ to figure out a problem on your own before asking for help – but remain time organized enough to work within a 1-hour window to figure it out until asking for help
A tip for all applicants:
Take a moment to personalize your response.
Location 530 Kipling Avenue, Toronto, ONTARIO
This role is NOT OK for Teleworking.
