Interaction Quality Analyst (Financial Services)

Location: Flexible hybrid schedule in Toronto at 483 Bay Street, transitioning to the Mississauga office at 3 Robert Speck Parkway in late 2026; current work authorization for Canada is required.

Salary: Total annual cash compensation of $50,000–$65,0000, including base salary and target bonus.

Company

hirify.global provides investment portfolios and services, while Fidelity Clearing Canada delivers trade execution, clearing, custody, and back-office support to Canadian brokerage firms.

What you will do

• Evaluate client interactions across email, phone, digital, and workflow channels against established quality standards.
• Review operational processing activities for accuracy, compliance, and adherence to procedures.
• Identify quality trends, risks, and root causes, then provide actionable improvement recommendations.
• Facilitate calibration sessions and support coaching, training, and onboarding initiatives.
• Analyze client feedback, Voice of Client insights, and operational metrics to improve service outcomes.
• Support risk escalation and continuous process improvement across service and operations functions.

Requirements

• At least 3 years of experience in client service and/or operations within the financial services industry.
• Experience evaluating quality in client interactions, operational processes, or workflow activities.
• Financial services industry experience is required, with experience in contact centres, digital servicing, operations processing, or related functions.
• Post-secondary education or equivalent experience.
• Strong analytical, problem-solving, written communication, verbal communication, and presentation skills.
• Current work authorization for Canada is required.

Nice to have

• Experience in brokerage, clearing, custody, or dealer environments.
• Experience across both service and operations environments.
• Post-secondary education in business, finance, communications, or a related discipline.
• Canadian Securities Course designation.

Culture & Benefits

• Work in a diverse and dedicated team focused on client experience and operational quality.
• Flexible hybrid working arrangement.
• Discretionary performance bonus included in total annual cash compensation.
• RRSP contribution after 6 months of employment with no employee matching required.
• Inclusive workplace with accommodations available during the application process.