Description Interaction Quality Analyst You will be working on a flexible hybrid schedule as part of Fidelity's dynamic working arrangement.

The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Current work authorization for Canada is required for all openings.

At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years.

We offer individuals and institutions a range of trusted investment portfolios and services, and we're constantly seeking new and better ways to help our clients.

Working with us means joining a diverse and dedicated team that makes a real difference every day.

Who We Are Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market.

We provide trade execution, clearing, custody, and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

The Interaction Quality team plays a key role in enhancing client experiences, improving operational quality, and supporting continuous improvement across service and operations functions.

How You'll Make an Impact As an Interaction Quality Analyst, you will help drive service excellence and operational quality across FCC.

Through evaluating client interactions and operational workflows, you'll identify trends, uncover opportunities for improvement, support coaching and training initiatives, and provide data-driven recommendations that enhance both the client and employee experience.

Key Accountabilities Evaluate client interactions across email, phone, digital, and workflow channels using established quality standards.

Review operational processing activities to ensure accuracy, compliance, and adherence to procedures.

Identify quality trends, risks, and root causes, and provide actionable recommendations for improvement.





Facilitate and support calibration sessions to drive consistency in quality evaluations.

Partner with leaders and Learning & Development teams to support coaching, training, and onboarding initiatives.

Analyze client feedback, Voice of Client insights, and operational metrics to improve service outcomes.

Support risk identification, escalation, and continuous process improvement initiatives.

What We Are Looking For Experience Minimum 3 years of experience in a client service and/or operations environment within the financial services industry.

Experience evaluating quality in client interactions, operational processes, or workflow activities.

Progressive experience in contact centre, digital servicing, operations processing, or related financial services functions.

Financial services industry experience is required.

Experience within brokerage, clearing, custody, or dealer environments is considered an asset.

Experience working across both service and operations environments is considered an asset.

Education Completion of post secondary education or equivalent experience.

Post-secondary education in business, finance, communications, or a related discipline is preferred.

Designations, Licenses, or Accreditations Canadian Securities Course (CSC) is considered an asset.

The Expertise You Bring This is the right chance for you if you: Have strong analytical and problem-solving skills and enjoy identifying trends and root causes.

Possess exceptional written and verbal communication skills.

Are highly detail-oriented and committed to quality and accuracy.





Can influence and coach others while maintaining professionalism and confidentiality.

Enjoy partnering with stakeholders to improve processes and client outcomes.

Are comfortable presenting insights and facilitating discussions with leaders and teams.

Balance independent work with effective collaboration across multiple departments.

Embrace continuous improvement and enjoy finding better ways to enhance service quality and operational efficiency.

Bring a strong client-focused mindset to everything you do.

Learn new systems and technologies quickly and adapt to changing business needs.

Total Rewards That Reflect Your Impact We believe exceptional work deserves exceptional recognition.

That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include: • Base Salary and Discretionary Performance Bonus: Total annual cash compensation ( base salary plus target bonus ) ranges from $ 50,000 to $65,0000 , based on experience and qualifications. • RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference. AI Clause We use AI-enabled Linked

In Hiring Assistant to support parts of our sourcing process.

Every hiring decision is reviewed and finalized by our recruiters.

If you choose to ask questions to the Linked

In Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity.

If you are selected for an interview, the recruiter who contacts you can best answer your questions.

📌 Interaction Quality Analyst (Toronto)
🏢 Fidelity Investments
📍 Toronto