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- Tasks: Lead a dynamic QA team to enhance customer service and operational efficiency.
- Company: Join Goldman Sachs, a global leader in investment banking and digital banking.
- Benefits: Enjoy competitive pay, professional growth opportunities, and a diverse work environment.
- Other info: Be part of a culture that values diversity, inclusion, and continuous improvement.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in QA management and a passion for customer service are essential.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
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.
RESPONSIBILITIES- 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, encouraging your team to do the same.
- 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.
- 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 where there is a requirement to identify problems quickly and implement well considered resolutions.
- Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency.
- 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, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.
- Ability to manage your own workload whilst balancing the needs of the business and your team.
- Is adaptable, high-energy levels and desire to help others.
- Experienced in using QA tools.
- Minimum of 2 years’ experience in working in Quality Assurance role.
- Minimum of 1 years’ experience leading and managing performance of a team.
- Understanding of Management Information reporting and KPIs.
- Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials.
- Experience in a retail banking environment.
- Bachelor's degree in Business, or a related field.
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.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.
Marcus by Goldman Sachs, Quality Assurance Manager, Associate, Birmingham employer: Goldman Sachs Group, Inc.
Contact Detail:
Goldman Sachs Group, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs, Quality Assurance Manager, Associate, Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Goldman Sachs, especially those in the Quality Assurance space. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into the company culture and values. Show us how your experience aligns with their focus on customer service and operational efficiency. We love candidates who can connect their skills to our mission!
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about specific situations where you’ve led teams or improved processes. Be ready to showcase your analytical skills and how you’ve driven performance!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can set you apart. Plus, it shows us you’re genuinely interested in joining the team!
We think you need these skills to ace Marcus by Goldman Sachs, Quality Assurance Manager, Associate, Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality Assurance Manager role. Highlight your relevant experience in managing QA functions and leading teams, as this will show us you’re a great fit for the position.
Showcase Your Skills: Don’t forget to showcase your analytical and interpersonal skills in your application. We want to see how you can drive performance standards and motivate your team, so give us examples of how you've done this in the past!
Be Clear and Concise: When writing your cover letter, keep it clear and concise. We appreciate straightforward communication, so get to the point while still showing your passion for customer service and quality assurance.
Apply Through Our Website: Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Goldman Sachs Group, Inc.
✨Know Your QA Fundamentals
Make sure you brush up on your quality assurance principles and practices. Understand the key metrics and KPIs relevant to the role, as well as how they align with Goldman Sachs' goals. Being able to discuss these confidently will show that you're not just familiar with QA but also understand its impact on customer service.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to share examples of how you've successfully led others in the past. Highlight your ability to motivate staff and drive performance standards. Use specific instances where your leadership made a difference in a QA environment.
✨Prepare for Stakeholder Engagement
This position requires strong stakeholder management skills. Think about times when you've effectively communicated findings or action plans to senior stakeholders. Be ready to discuss how you build relationships across teams and ensure alignment with business needs.
✨Demonstrate Your Problem-Solving Skills
In a fast-paced environment, being able to identify problems quickly is crucial. Prepare to discuss scenarios where you've had to analyse data, interpret results, and implement solutions. Show that you can think on your feet and adapt to changing circumstances while maintaining a focus on customer satisfaction.