Enhance service excellence at Fidelity as an Interaction Quality Analyst in a flexible hybrid work setting. Analyze client interactions to drive operational quality and improvement.
Fidelity is seeking an Interaction Quality Analyst to work in Toronto, transitioning to Mississauga in late 2026. This role demands at least three years of experience in client service within financial services. You will evaluate interactions, identify trends, and partner with teams for training and coaching initiatives.
Key Responsibilities:
• Evaluate client interactions via multiple communication channels
• Review operational processes for compliance and accuracy
• Identify and recommend improvements based on findings
• Facilitate calibration sessions for quality consistency
• Analyze client feedback and operational metrics to enhance outcomes
Requirements:
• Minimum 3 years in client service or operations
• Experience in evaluating quality in interactions and processes
• Background in brokerage or related environments is an asset
• Post-secondary education in business or finance preferred
• Solid analytical and communication skills
Showcase your expertise in quality analysis and enhance client experiences at Fidelity.
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