Quality Partner Engagement Analyst - Wealth Client Experience

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:

Most 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.