Elevate client services as an Interaction Quality Analyst with Fidelity in Toronto. This hybrid role focuses on enhancing service quality through evaluating client interactions and operational workflows. Fidelity is seeking an Interaction Quality Analyst to join the Interaction Quality team.

In this role, you will contribute to improving operational quality and client experiences by identifying trends and supporting coaching initiatives. Your analytical skills will drive impactful change across the organization. Key Responsibilities:

- Evaluate client interactions across multiple channels
- Review operational activities for compliance and accuracy
- Identify risks and root causes for quality issues
- Facilitate calibration sessions for consistent evaluations
- Analyze client feedback and operational metrics Requirements:
- Minimum 3 years in client service or operations
- Experience evaluating quality in client interactions
- Background in financial services is essential
- Post-secondary education in relevant fields
- Solid analytical and communication skills Bring your expertise in quality analysis and client focus to Fidelity and make a meaningful difference.

📌 Interaction Quality Analyst in Toronto
🏢 Fidelity Canada
📍 Toronto