Join Fidelity as an Interaction Quality Analyst and impact customer service quality. This hybrid position is focused on improving service outcomes through data analysis and operational insights.
As part of a dedicated team at Fidelity Clearing Canada, your expertise will enhance operational quality in client interactions. This role demands a minimum of three years of experience in a financial services context, where you’ll be evaluating performance across various communication channels, fostering a culture of continuous improvement in both service and operations.
Key Responsibilities:
• Assess client interactions over phone and digital channels
• Ensure compliance in operational processing activities
• Detect quality trends and provide recommendations for enhancements




• Support training and coaching initiatives with leaders
• Dive into client feedback for service outcome enhancement
Requirements:
• At least 3 years in a client-focused or operational role
• Solid experience in quality evaluation processes
• Robust verbal and written communication skills
• Detail-oriented with a focus on operational efficiency
• Relevant post-secondary education is advantageous
Utilize your problem-solving capabilities to drive positive changes in client experiences at Fidelity.
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📌 Fidelity Interaction Quality Analyst Role (Toronto)
🏢 Fidelity International
📍 Toronto