Job Description
Title Senior Associate/ Process Specialist
Department Quality / Client Services
Location Gurugram
Reports To TEAM LEAD - QUALITY - CLIENT SERVICES
Level Grade 2/ Grade 3
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.
Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.
About your team
Quality team plays a critical role in ensuring exceptional client service by maintaining high standards of accuracy, compliance, and professionalism across all written client communications. The team partners closely with operations, training, and support functions to drive continuous improvement, enhance service quality, and ensure adherence to regulatory and organisational requirements. Through regular monitoring, feedback, and process reviews, the team helps foster a culture of excellence and customer-centricity.
About your role
As a Quality Checker, you will be responsible for reviewing and validating written client communications to ensure they are accurate, compliant, and aligned with company standards. You will play a key role in maintaining service quality, identifying improvement opportunities, and supporting teams in delivering a consistent and positive client experience.IOC 1 certification is mandatory.
Key Responsibilities:
Quality Monitoring & Evaluation
- Review client communications to ensure accuracy, professionalism, and compliance with established guidelines.
- Conduct audits of processes and documentation to verify adherence to internal procedures and quality standards.
- Identify trends, risks, and areas requiring corrective action.
Feedback & Coaching
- Provide timely and constructive feedback to associates and teams.
- Partner with training and operational teams to address skill gaps and improve overall performance.
- Support a culture of continuous learning and quality excellence.
Process Improvement
- Identify opportunities to enhance processes, improve efficiency, and reduce quality errors.
- Recommend and support the implementation of quality initiatives, best practices, and process enhancements.
- Contribute to continuous improvement efforts through analysis of quality trends and findings.
Compliance & Standards
- Ensure all client communications and processes comply with regulatory requirements and internal quality standards.
- Stay current with client-specific guidelines, policies, and industry best practices.
- Promote consistency and accountability in quality adherence across teams.
About you
- Strong attention to detail and analytical skills.
- Customer-focused mindset with a commitment to delivering high-quality outcomes.
- Ability to manage multiple priorities and work effectively under tight deadlines.
- Passion for continuous improvement and operational excellence.
- Excellent communication and collaboration skill
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
Skills Required
- IOC 1 certification
- Strong attention to detail and analytical skills
- Customer-focused mindset and commitment to high-quality outcomes
- Ability to manage multiple priorities and work under tight deadlines
- Passion for continuous improvement and operational excellence
- Excellent communication and collaboration skills
Fidelity International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fidelity International and has not been reviewed or approved by Fidelity International.
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Parental & Family Support — Family leave and carers’ support are emphasized via equalized paid parental leave globally and enhanced maternity/adoption policies. Inclusive provisions also cover carers’ leave and compassionate leave to support diverse family needs.
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Healthcare Strength — Healthcare benefits and private medical insurance are consistently highlighted as part of the core package across locations. Wellbeing resources, including an Employee Assistance Programme and menopause support, reinforce the depth of health coverage.
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Retirement Support — Pension and retirement savings are positioned as a strong element of the total package in multiple markets. Retirement design is frequently cited alongside paid time off and flexibility as part of a solid overall offer.
Fidelity International Insights
What We Do
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion* in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals. Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures. *Data as of 31 March 2021
