Marcus by Goldman Sachs, Quality Assurance Manager, Associate, Birmingham Birmingham · United K[...]

Overview

Marcus by Goldman Sachs 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.

What you'll do:

• Develop and implement the overall QA strategy, ensuring alignment with organisational goals and regulatory requirements.
• Manage and support the QA Team Leader, fostering a collaborative culture across multiple sites.
• Set, monitor and enhance QA standards, ensuring accuracy in scoring, calibration and service delivery.
• Identify opportunities to streamline processes, improve customer journeys, and drive operational efficiency.
• Present findings, trends and action plans to senior stakeholders, providing clear insights through monthly forums and reports.
• Proactively manage risk ensuring compliance with internal policies and regulations.
• Track and analyse performance metrics, KPIs and targets ensuring achievement and identifying areas for improvement.
• Effectively allocate resources to meet business needs while balancing team workloads and priorities.
• Manage and collaborate with stakeholders across the business, building strong relationships.

Requirements:

• Previous experience of managing other managers.
• Experience managing a QA function.
• Proven ability to lead by example, with a positive attitude.
• Ability to lead teams, drive performance standards and motivate staff.
• Excellent business analytical skills.
• Excellent interpersonal, organisational and communication skills.
• Experience of managing information in a fast-moving environment.
• Exceptional stakeholder management.
• A desire to help others work towards targets and develop their skills.
• Ability to manage and drive a culture of continuous improvement.
• Must be self-directed, detail oriented, and able to work independently in a team-oriented and fast-paced environment.
• Experienced in using QA tools.

Basic Qualifications:

• Minimum of 2 years' experience in working in a Quality Assurance role.
• Minimum of 1 year's experience leading and managing performance of a team.
• Understanding of Management Information reporting and KPIs.
• Proficient in Microsoft Excel, Word, PowerPoint.

Preferred Qualifications:

• Experience in a retail banking environment.
• 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. 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.

Benefits:

• We offer a wide range of health and welfare programs.
• Competitive vacation policies based on employee level and office location.
• Financial wellness and retirement assistance.
• Health services including medical advocacy and counseling.
• Fitness programs to encourage a healthy lifestyle.
• Child care and family care services.