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Service Quality Analyst

Fidelity Investments

This is a Contract position in Toronto, ON posted October 28, 2021.

Job Description

Note: This is a secondment/contract opportunity ending April 29th, 2022.

Given the current circumstances, employee will be working from home, 100% of time. As working conditions return to normal, they will shift to a hybrid working arrangement.

Role Overview

The Service Quality Analyst drives and maintains a high-level of customer service in Fidelity Canada’s Contact Centre. This is achieved through in-depth monitoring of our Contact Centre representatives’ performance, facilitating calibration sessions, training, analyzing trends, and leading feedback meetings with the Client Services Management Team.

Our goal is to ensure we provide an exceptional service to all of our clients and continue to be ranked as “#1 Overall Company” in the Environics Advisor Perception Study year after year.

What You Will Do

  • Call Monitoring & Evaluation: Evaluate calls taken from representatives in the Contact Centre in a timely manner using Fidelity’s scoring model.
  • Analysis & Reporting:
    • Conduct thorough analysis of scores for the month, highlighting trends and gaps to assist in determining how Fidelity is performing against its competitors.
    • Provide suggestions and recommendations to improve call monitoring scoring methodology for the Advisor Service Centre.
    • Conduct research to understand competitors’ strategies and client experience
  • Relationship Building: Partner with Team Managers, Trainers and the Client Services Management team to ensure consistency of scoring and assist in the development of proactive strategies to enhance the quality of service offered by the Contact Centre.

What We’re Looking For

  • Completion of post-secondary education
  • 2-3 years of progressive work experience in a customer service/call centre environment within the financial services industry
  • Canadian Securities Course (CSC) and/or Investment Funds Institute of Canada (IFIC) is preferred
  • Bilingualism in French and English is an asset

 The Expertise You Bring

  • Current knowledge of markets and our competitors in the mutual fund industry
  • Excellent verbal and written communication, including strong presentation skills
  • Strong coaching and influential skills, including ability to motivate others
  • Creative problem-solving skills
  • Strong customer service orientation
  • Proficiency in Windows-based applications

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:


  • Canada’s Top 100 Employers (5th consecutive year) 2021
  • Greater Toronto’s Top Employers (9th consecutive year) 2021
  • Canada’s Top Family Friendly Employer (4th consecutive year) 2021
  • Imagine Canada, Caring Company
  • Canada’s Top Employer For Young People 2021
  • National HR Awards – Best Corporate Social Responsibility Program Award, Venngo Healthy Workplaces Award
  • Workplace Benefits Awards – Health and Wellness Program
  • Canadian Compassionate Companies Award


  • A Canadian Compassionate Company
  • An Imagine Canada Caring Company