Job Description:
The Role
Do you thrive on transforming data into meaningful insights that elevate quality and deepen partnerships? As a Quality Analyst for Partner Engagement, your analytical expertise is the engine behind our partner-facing quality strategy. Your work will directly influence how we collaborate, improve, and deliver value to our internal partners. You will shape the story behind the numbers and drive better decision-making to identify errors, fix them, and keep them from coming back. Imagine the impact of knowing your work is the catalyst for better outcomes, fewer client errors, and stronger partnerships. Be a change agent, turn data and insights into action, raise the bar on quality, and help us shape the future of quality.
The Team
The IWMS Quality Solutions team is committed to being a strategic asset and a competitive differentiator. Our vision is bold: To elevate quality from an operational function to a differentiating force that enhances trust and empowers clients to focus on holistic wealth management and deepening client relationships. Our mission is to deliver world-class quality management services by fostering collaboration, championing continuous improvement, and cultivating a culture of quality. Through this, we aim to reduce customer effort and increase customer loyalty, improving each interaction.
We support key business areas for Custody, Family Office, Clearing, OSG Brokerage Services, OSG Inbound Operations, and FI, ensuring that operational processes meet the highest standards. By reviewing accuracy, providing timely feedback, analyzing root cause, and delivering recommendations and best practices, we help safeguard the integrity of client information and mitigate risk. We are passionate about embedding quality into every aspect of the institutional business, making it a shared responsibility and source of competitive strength.
The Expertise You Have
Bachelor’s degree or equivalent qualification preferred Minimum of 5 years of work experience, including demonstrated success working in a fast-paced environment
Processing or client facing experience in a financial services environment preferred
Experience coaching associates on complex work
Experience working in a matrix organization with peers and business partners in other locations
The Skills You Bring
Proven leadership skills
Strong facilitation skills and ability to lead peers and improvement efforts
Must be able to work autonomously with strong decision-making abilities
Business and technical understanding in processing (workflow and process documentation)
Demonstrated MS Offices skills - primarily in Excel, Word, PowerPoint
Excellent oral and written communication skills
Exceptional Interpersonal Skills
Strong critical thinking skills
Team player with a proven desire to share and contribute to the team’s success
Ability to interact with multiple levels of the organization
Professional maturity and poise in difficult circumstances
Ability to multi-task and prioritize support tasks with a sense of urgency
The Value You Deliver
Lead the Team responsible for performing Quality reviews and manage the Daily/Weekly/Monthly SLAs
Mentor associates on their various day-to-day responsibilities, which include Performance Metrics, process expertise, problem solving and time management
Provides the manager with feedback on associate performance
Provide leadership for the team by demonstrating subject matter expertise and encouraging others, cultivates the achievement of business goals and measures
Identifies and communicates critical, time-sensitive information to management and business partners
Provides data and recommendations to influence policy, procedure, and solution decisions
Contributing and influencing a collaborative, competitive, and inspiring team culture
NOTE: This role does not support sponsorship.
Certifications:
Category:
QualityMost roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Hybrid work schedule
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.