Hybrid Interaction Quality Analyst at Fidelity

Elevate service excellence with Fidelity as a Hybrid Interaction Quality Analyst. Analyze client interactions and workflows to drive quality improvements and enhance experiences across channels.

In this role, you will play an essential part in Fidelity Clearing Canada's commitment to operational excellence. The Interaction Quality Analyst position requires at least three years of experience in client service or operations within financial services. You will evaluate interactions and operational processes while identifying trends to support training initiatives and operational improvements.

Key Responsibilities:

• Evaluate emails, calls, and digital interactions for quality

• Review operational tasks for compliance and accuracy

• Identify trends and root causes in service quality

• Facilitate calibration sessions for evaluation standards

• Analyze client feedback and operational metrics for service improvement

Requirements:

• Minimum 3 years in client service or operations roles

• Experience in evaluating quality within financial services

• Proficient in communication and analytical skills

• Strong attention to detail and commitment to quality

• Post-secondary education in a relevant field preferred

Make a significant impact on client experiences with your analytical skills and insights at Fidelity.
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