Bilingual Service Quality Analyst
Fidelity Investments Canada - Toronto, ON

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Business Overview

The primary focus is to drive and maintain a high-level of customer service in Fidelity’s Advisor Service Department offered by Advisor Service Centre Representatives at Fidelity Investments.

Position Description

The Service Quality Analyst reports to the Department Manager. The incumbent is responsible for the assessment and evaluation of English and Frenchcalls ensuring that interactions are monitored for quality, accuracy and compliance purposes. This position is also responsible for timely delivery of reports and feedback to the Management team highlighting trends related to staff performance, business efficiency, policies and procedures.

Key Accountabilities

Evaluate Calls taken from representatives in the Call Centre in a timely manner using Fidelity’s Scoring Model
Recommend Training Initiatives to Team Managers and Training Department based on calls evaluated
Assist in the development of pro-active strategies as a preemptive measure against potential future escalations and/or complaints
Analyze third party surveys and conduct thorough analysis of all results
Understand the overall contribution of all departments in Client Services with respect to policies and procedures

Education, Experience and Licences

University degree is preferred
Minimum of 2- 3 years of progressive work experience in a customer service/ call centre environment within the financial services industry
1-2 years experience in a quality environment
1-2 years analytical experience required
Canadian Securities Course or the Investments Funds Institute course (IFIC)

Knowledge and Skills

Current knowledge of markets and our competitors in the mutual fund industry
Strong verbal and written communication skills in both French and English
Strong influential and negotiation skills
Previous Client Service Experience
Ability to work independently and meet deadlines
Strong time management and prioritization skills
Ability to lead meeting
Project Management required
Good presentation skills
Strong PC Skills
Maintain confidentiality and discretion

Interested applicants are required to apply on-line at:

No inquiries or agencies please. We thank all applicants for their interest, please be advised that only short-listed candidates will be contacted.