Interaction Quality Analyst

Fidelity International; Toronto; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

RRSP contribution

Job summary

Fidelity Canada is seeking an Interaction Quality Analyst to evaluate client interactions across email, phone, and digital channels, ensuring adherence to quality standards and procedures. You will identify trends and opportunities for improvement, supporting coaching, training, and onboarding initiatives within the FCC team.

The role emphasizes data-driven recommendations to enhance client and employee experiences, while collaborating with leaders and cross-functional teams to sustain high

Qualifications

• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Detail-oriented with a commitment to quality and accuracy.

Responsibilities

• Evaluate client interactions across channels using quality standards.
• Review workflows for accuracy and compliance.
• Identify trends and root causes; propose actionable improvements.
• Support calibration sessions to ensure consistency in evaluations.
• Partner with leaders to support coaching, training and onboarding.

Skills

Analytical skills

Problem solving

Written communication

Verbal communication

Attention to detail

Client-focused mindset

Stakeholder collaboration

Presentation of insights

Education

Post-secondary education in business/finance/communications

Job description

Job 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 opportunity 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 LinkedIn 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 LinkedIn 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.

Equal Opportunity Employer

Fidelity Canada is an equal opportunity employer. Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground. Accommodation during the application process Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [e-mail].

Why Work at Fidelity?

• Canada's Top 100 Employers
• Greater Toronto's Top Employers
• Canada’s Top Family-Friendly Employers
• Canada’s Top Employers for Young People
• Great Place To Work® Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today's Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer Designations
• Canadian Compassionate Companies – Certified
• Benefits Canada’s Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter’s Most Innovative HR Team

About Us

Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans.

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [e-mail]. Fidelity respects the privacy of your information.

We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.