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Added 2 months ago
R
Ingénieur(e) ou analyste, analyse d’opérabilité / Engineer or Analyst, Operability Analysis
RTX
Longueuil, QC
- Full-time
…passagers et de marchandises aux services médicaux d’urgence, aux opérations humanitaires et à la lutte contre les feux de forêt, partout dans le…
Added 2 months ago
DC Operations Analyst
ROBINSON
Calgary, AB
Reporting to the Director, Distribution Operations, the DC Operations Analyst is responsible for monitoring, analyzing, and reporting on Distribution Centre (DC) performance across…
Added 3 months ago
R
Senior Analyst, Internal Audit and Compliance
RioCan
Toronto, ON
- Full-time
As a Senior Analyst, Internal Audit and Compliance at RioCan, you will play a critical role in ensuring the integrity and effectiveness of our internal controls, risk management, and…
Added 2 months ago
C
Sales Commission Analyst
Clipboard
Remote, Canada
- $90,000 to $120,000 USD / year
- Full-time
- Remote
The Sales Commission Analyst role sits at the intersection of finance, sales operations, and analytics. Owning the accuracy, integrity, and clarity of how Clipboard pays its…
Added 2 months ago
FR
Structured Finance - Asset-Backed Securities (Oil & Gas), Director - Toronto
Fitch Ratings
Toronto, ON
- Full-time
…Group, a global leader in financial information services with operations in more than 30 countries, which also includes Fitch Solutions. With dual headquarters in London and New York, Fitch…
Added 2 months ago
C
Business Analyst
CMLS
Vancouver, BC
- Full-time
…between business intent and technical reality. As a Business Analyst, you will look beyond configuration to focus on the 'how' of our product - writing the user stories, designing the…
Added 2 months ago
Premier Investment Council Analyst
Government of Alberta
Edmonton, AB
Job Title: Analyst, Premier’s Investment Council
Added 2 months ago
W
(CAN) Analyst, Walmart Services
Walmart
Mississauga, ON
- Full-time
The Analyst, Campaign Management supports the delivery of high-performing digital advertising campaigns that help advertisers achieve their business objectives while contributing to the…
Added 2 months ago
Temporary Scheduling Contractor / Scheduling Analyst (Contract)
Parkland Corporation
Calgary, AB
…Greater Caribbean, and Europe. The Partnership’s midstream operations include an extensive network of approximately 14,000 miles of pipeline and over 160 terminals. This critical…
Added 2 months ago
FC
Interaction Quality Analyst
Fidelity Canada
Toronto, ON
- Full-time
The Interaction Quality team plays a key role in enhancing client experiences, improving operational quality, and supporting continuous improvement across service and operations functions.
Added 2 months ago
W
Executive Vice President, Walker Environmental Group
Walker
Niagara Falls, ON
- Full-time
…contain a range of socially and environmentally responsible operations that individually and collectively work to achieve sustainable growth. Supporting the infrastructure of communities…
Added 2 months ago
S
Consumer Growth Manager
Snaplii
Toronto, ON · Etobicoke, ON
- Full-time
…the payment. Growth here sits at the intersection of product, operations, data and technology - that's where this role comes…
Added 2 months ago
TI
Security Operations Engineer
Take-Two Interactive Software
Toronto, ON
- $77,000 USD / year
- Full-time
Experience: 1–3 years of experience in a Security Engineering level role. Previous experience working as a Security Operations Center (SOC) analyst or IT support technician is a strong plus.
Added 2 months ago
P
Director, Product Marketing
Procurify
Remote, Canada
- $147,000 to $184,000 CAD / year
- Full-time
- Remote
…builds on, how we segment and prioritize the market, and the analyst relationships that influence how Procurify is…
Added 2 months ago
Q
Sales Operations & Executive Coordinator
Quectel
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
…needs and the employee’s capabilities, including Senior Sales Operations Coordinator, Sales Enablement Specialist, Sales Operations Analyst, Executive Business Partner, or Sales Operations…
Added 2 months ago
M
Product Manager
Maximizer
Vancouver, BC
- Full-time
…for former Integration Consultants, System Architects, Wealth Operations IT staff, and…
Added 2 months ago
W
Insurance Product Analyst, Affinity
WTW
Toronto, ON
- $60,000 to $70,000 CAD / year
- Full-time
Previous work experience in insurance product management, claims management and/or insurance call center operations;
Added 2 months ago
C
Senior Business Risk Analyst
Crisis24
Montreal, QC
- Full-time
…by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we…
Added 2 months ago
P&
Stagiaire - Analyste logistique Atelier MED-Hiver 2027/ Internship- MED Shop logistics Analyst - Winter 2027
Pratt & Whitney
Longueuil, QC
- Full-time
…passagers et de marchandises aux services médicaux d’urgence, aux opérations humanitaires et à la lutte contre les feux de forêt, partout dans le…
Added 2 months ago
SR
Business Systems Analyst
Swim Recruiting
Vancouver, BC
- Full-time
Permanent, full-time Business Systems Analyst role supporting a growing payroll systems team for a complex, multi-jurisdictional North American payroll environment.
Added 2 months ago
SG
Digital Content Editor – Ratings Editorial, Toronto
S&P Global
Toronto, ON
- Full-time
…professionals worldwide, operating within the Analytical Business Operations and Controls division. The team collaborates with writers, editors, digital content producers, and Ratings…
Added 2 months ago
O
Senior Analyst, Compliance Operations
OMERS
Toronto, ON · Head Office Toronto
- Full-time
This role reports to the Associate Director, Compliance Operations and supports the management and administration of the OMERS policy program. This position is important because it helps…
Added 2 months ago
BR
Analyst/Sr Analyst, Generation & Optimization (18 month contract)
Brookfield Renewable U.S.
Gatineau, QC
- Full-time
…to Senior Management and regulating authorities. The Senior Analyst will identify opportunities to improve reporting, data management and monitoring performance. Consequently, the incumbent…
Added 2 months ago
SG
Digital Content Editor – Ratings Editorial, Toronto
S&P Global
Toronto, ON
- Full-time
…professionals worldwide, operating within the Analytical Business Operations and Controls division. The team collaborates with writers, editors, digital content producers, and Ratings…
Added 2 months ago
WW
D365 F&O Functional Analyst
WhiteWater West-
Richmond, BC
- Full-time
Reporting to the Manager, IT Analytics & Reporting, the D365 F&O Functional Analyst plays a key role focused on the day-to-day operation, configuration and ongoing support of our Microsoft…

Fidelity Canada

Interaction Quality Analyst

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: Minimum 3 years of experience in a client service and/or operations environment within the financial services industry.
Posting language: English
Posted: Aug 27, 2026

Original job description

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.

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

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. That’s why we offer a competitive compensation package designed to support your success today - and 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 $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.

We’re 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’ 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.

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
o   Greater Toronto's Top Employers
o   Canada's Top Family-Friendly Employers
o   Canada's 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 Today's 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 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

Apply About employer

More about this job

Responsibilities

The Interaction Quality Analyst evaluates client interactions and operational workflows to ensure service excellence and compliance. They identify quality trends, provide actionable recommendations, and partner with leadership to support coaching and training initiatives.

Requirements

Candidates must have at least 3 years of experience in a client service or operations environment within the financial services industry. Completion of post-secondary education is required, and a Canadian Securities Course (CSC) designation is considered an asset.

Skills

Analytical skills
Problem-solving
Communication skills
Detail-oriented
Coaching
Quality assurance
Operational processing
Client service
Data analysis
Process improvement
Risk identification
Stakeholder management
Financial services
Calibration
Reporting

Benefits

RRSP Contribution
Performance Bonus

Visa sponsorship

Not detected in the job text

Keywords

Interaction Quality
Financial Services
Brokerage
Clearing
Custody
Operational Quality
Client Experience
Quality Assurance
Data Analysis
Process Improvement
Coaching
Training
Compliance
Risk Management
Voice of Client
Operational Metrics
Canadian Securities Course
CSC
Business
Finance
Communications
Workflow Analysis
Contact Centre
Digital Servicing
Stakeholder Partnership

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