Interaction Quality Analyst

Fidelity Canada; 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 help drive service excellence across FCC. You will evaluate client interactions across email, phone, digital and workflows, identify trends, and provide data-driven recommendations that enhance client and employee experience.

This hybrid role located in Toronto with a future move to Mississauga, requires at least 3 years in financial services, strong communication and coaching skills, and a focus on continuous improvement.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical skills

Problem solving

Written communication

Verbal communication

Confidentiality

Stakeholder collaboration

Coaching

Education

Post-secondary education or equivalent experience

Business/Finance/Communications focus

Job description

• 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

• 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

• 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.

• 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.

Were 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.

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 s 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].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following

Awards

• 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