Responsibilities
1. Lead and manage a team of QA specialists across multiple sites, creating an in depth understanding of the day-to-day responsibilities of the Quality Assurance team
2. Trains and coach team members, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
3. Conducts monthly one-on-ones and regular team meetings as well as on-the-spot coaching / feedback
4. Leads and drives a collaborative culture within the team to support quality, performance, and development opportunities.
5. Use data to understand Contact Centre performance, identify trends and action plans to support improvements
6. Identify opportunities to improve customer journeys, actively encouraging your team
7. to do the same
8. Collaborate and support peers to ensure consistency in leadership across all teams
9. Present data, track and share findings to key stakeholders in monthly forums and reports
10. Monitor and track monthly targets and ensure they are consistently met
11. Conduct regular checks on the QA specialists to support quality of work
12. Maintain accurate scoring and service standards by hosting regular Call Calibration sessions within the team and other key stakeholders
Skills
13. Previous experience of managing a team
14. Proven ability to lead by example, with a positive attitude
15. Ability to lead teams, drive performance standards and motivate staff
16. Excellent business analytical skills
17. Excellent interpersonal, organisational andmunication skills
18. Experience of managing information in a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions
19. Being able to review and interpret data and make rmendations to drive business performance and improve operational efficiency
20. Exceptional stakeholder management
21. A desire to help others work towards targets and develop their skills
22. Ability to manage and drive a culture of continuous improvement
23. Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
24. Ability to manage your own workload whilst balancing the needs of the business and your team
25. Is adaptable, high-energy levels and desire to help others
26. Experienced in using QA tools
Basic Qualifications
27. Minimum of 2 years' experience in working in Quality Assurance role
28. Understanding of Management Information reporting and KPIs
29. Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials
Minimum of 1 years' experience leading and managing performance of a team
Preferred Qualifications
30. Experience in a retail banking environment
31. Bachelor's degree in Business, or a related field
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Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity
Job ID 300007319845916