OUR IMPACT
Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.
Marcus by Goldman Sachs
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.
YOUR IMPACT
We’re looking for an experienced Contact Centre QA Manager that has a passion for customer service to join our growing customer support team. If you have worked in a contact centre environment and have strong quality experience and skills, we want to hear from you.
Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
What you’ll do:
1. Develop and implement the overall QA strategy, ensuring alignment with organisational goals and regulatory requirements.
2. Manage and support the QA Team Leader, fostering a collaborative culture across multiple sites.
3. Set, monitor and enhanced QA standards, ensuring accuracy in scoring, calibration and service delivery.
4. Identify opportunities to streamline processes, improve customer journeys, and drive operational efficiency, encouraging your team to do the same.
5. Present findings, trends and action plans to senior stakeholders, providing clear insights through monthly forums and reports.
6. Proactively manage risk ensuring compliance with internal policies and regulations.
7. Track and analyse performance metrics, KPIs and targets ensuring achievement and identifying areas for improvement.
8. Effectively allocate resources to meet business needs while balancing team workloads and priorities.
9. Manage and collaborate with stakeholders across the business, building strong relationships.
REQUIREMENTS
10. Previous experience of managing other managers
11. Experience managing a QA function
12. Proven ability to lead by example, with a positive attitude
13. Ability to lead teams, drive performance standards and motivate staff
14. Excellent business analytical skills
15. Excellent interpersonal, organisational and communication skills
16. Experience of managing information in a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions
17. Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency
18. Exceptional stakeholder management
19. A desire to help others work towards targets and develop their skills
20. Ability to manage and drive a culture of continuous improvement
21. 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
22. Ability to manage your own workload whilst balancing the needs of the business and your team
23. Is adaptable, high-energy levels and desire to help others
24. Experienced in using QA tools
Basic Qualifications
25. Minimum of 2 years’ experience in working in Quality Assurance role
26. Minimum of 1 years’ experience leading and managing performance of a team
27. Understanding of Management Information reporting and KPIs
28. Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials
Preferred Qualifications
29. Experience in a retail banking environment
30. Bachelor's degree in Business, or a related field
ABOUT GOLDMAN SACHS
At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.
We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at /careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.