Interaction Quality Analyst

Interaction Quality Analyst

• You will be working on a flexible hybrid schedule as part of Fidelitys 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 weve 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 were 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 Youll 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 youll 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. Thats why we offer a competitive compensation package designed to support your success todayand 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 $50000 to $650000 based on experience and qualifications.

RRSP Contribution: After 6 months of employment we invest in your future with an RRSP contributionno 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 organizationan 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 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 .

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

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top Family-Friendly Employers
o Canadas Top Employers for Young People

Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

LinkedIn Top Companies in Canada

Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer

Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team