Interaction Quality Analyst

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.

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.

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.

• 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.

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 with in brokerage, clearing, custody, or dealer environments is considered an asset.

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

Completion of post secondary education or equivalent experience. Post-secondary education in business, finance, communications, or a related discipline is preferred.

Canadian Securities Course (CSC) is considered an asset.

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…