About the Opportunity

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.