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Senior Client Quality Analyst

Company: Fidelity Investments
Location: Covington
Posted on: June 13, 2022

Job Description:

Job Description:Position Description:Provides recommendations to clients to reduce Not In Good Order (NIGOs) and address process gaps, improve cycle time, and minimize workflow inefficiencies. Builds and develops major future quality programs/initiatives. Develops and executes client-focused operations, services, and process improvement initiatives. Develops original and creative solutions to on-going quality efforts.Primary Responsibilities: Builds client engagement strategies for mid-to-highly complex institutional clients. Works on complex assignments and often multiple phases of a project. Develops business partner and client relationships. Owns and conducts process and root cause data analysis for client engagements. Develops and organizes data and sampling strategies. Partners with data warehouse owners to obtain data needed for research. Takes ownership of escalations related to sampling shortages or research tool outages. Proactively investigates client workflows, tool adoption initiatives, and home office strategies. Provides proactive and ongoing consultations with multiple clients on process improvement solutions and opportunities to improve the client experience. Coordinates and executes tactical initiatives in a team environment. Manages work assignments and the distribution of work for the Quality Specialist team. Organizes and runs team meetings and calibration sessions.Education and Experience:Bachelor's degree (or foreign education equivalent) in Business Administration, Finance, Accounting, Engineering, or a closely related field and three (3) years of experience in the job offered or three (3) years of experience applying Quality Management System (QMS) principles to reduce Not In Good Order (NIGOs), improve cycle times, and minimize workflow efficiencies.Or, alternatively, Master's degree (or foreign education equivalent) in Business Administration, Finance, Accounting, Engineering, or a closely related field and one (1) year of experience in the job offered or one (1) year of experience applying Quality Management System (QMS) principles to reduce Not In Good Order (NIGOs), improve cycle times, and minimize workflow efficiencies.Skills and Knowledge:Candidate must also possess:Demonstrated Expertise ("DE") serving as a point of contact to development teams to provide requirements to build new OutSystems applications for NIGO research while providing ongoing feedback and enhancement recommendations to the team on existing NIGO research applications; delivering and leading user NIGO research application training sessions; and communicating with business partners on the strategic use of the NIGO research applications.DE leading and conducting data analysis and data-driven projects; developing data strategies for ongoing client research and ad hoc requests; partnering with data warehouse owners to communicate data query requirements and ensure requests are accurate; owning the reconciliation of data output and variance clean-up using Microsoft Excel; performing root cause analysis to uncover trends and provide client recommendations, using data produced from team research in OutSystems and Excel; and leading retrospective sessions to explore the refinement of data strategies.DE preparing and delivering presentations to clients on ways to reduce NIGOs and improve processes; gathering client NIGO and cycle time data by extracting Business Object (BO) reports and team research data from OutSystems; organizing and prioritizing NIGO, cycle times, and research data in Microsoft Excel; and visualizing NIGO reduction and process improvement opportunities, using Tableau or Microsoft PowerPoint.DE connecting data sources and tables from database management systems (Oracle and Microsoft SQL) to create dynamic, merged reports in Tableau or Business Objects using structured SQL Query Language; exporting and converting raw back-end data from Outsystems to refined, presentable data in Excel, and presenting it to internal business partners or external clients broker-dealers, registered investment advisors, and family offices; and merging tables or reports to create dynamic dashboards through data visualization with NIGO findings for presentations to internal business partners or external clients.PE1M2Certifications:Company OverviewFidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.Join UsAt Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a Best Place to Work in 2022. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling "Dynamic Working."We invite you to Find Your Fidelity at fidelitycareers.com.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.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 Leave of Absence/Accommodation Team by sending an email toaccommodations fmr.com, or by calling 800-835-5099, prompt 2, option 3.PDN-963f1619-305b-40a6-89bb-5e1ea1d754aa

Keywords: Fidelity Investments, Covington , Senior Client Quality Analyst, Professions , Covington, Kentucky

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