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About the Role

As an Interaction Quality Analyst, you will help drive service excellence and operational quality across Fidelity Clearing Canada (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.

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.

Requirements

• 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.
• Current work authorization for Canada is required.

Skills

• Strong analytical and problem-solving skills
• Exceptional written and verbal communication skills
• Detail-oriented
• Commitment to quality and accuracy
• Ability to influence and coach others
• Professionalism and confidentiality
• Ability to partner with stakeholders
• Ability to present insights and facilitate discussions
• Ability to balance independent work with collaboration
• Embrace continuous improvement
• Client-focused mindset
• Ability to learn new systems and technologies quickly
• Adaptability to changing business needs

Location

• 483 Bay Street in Toronto
• 3 Robert Speck Parkway in Mississauga

Work Type

• Hybrid

Experience Level

• Minimum 3 years

Education Level

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

Salary/Compensations

• Total annual cash compensation (base salary plus target bonus) ranges from $50,000 to $65,0000

Benefits

• RRSP Contribution after 6 months of employment

About the Company

• 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.
• Fidelity has 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.
• We are 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.

Equal Opportunity

• 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 FidelityCanadaStaffing@fidelity.ca.