At a Glance
- 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, and a diverse workplace culture.
- Other info: Be part of a supportive team in a fast-paced, innovative environment.
- 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 required.
The predicted salary is between 50000 - 60000 € per year.
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 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:
- 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.
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 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.
BASIC QUALIFICATIONS
- Minimum of 2 years’ experience in working in 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 to deliver high quality materials.
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. 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
Goldman Sachs is an exceptional employer, offering a dynamic work environment in Birmingham that prioritises employee growth and development. With a strong commitment to diversity and inclusion, employees benefit from comprehensive training programs, wellness initiatives, and a collaborative culture that encourages innovation and excellence in customer service. Joining the Marcus by Goldman Sachs team means being part of a forward-thinking digital bank that values transparency and simplicity, while empowering you to make a meaningful impact in the financial sector.
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 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 brushing up on your QA knowledge and customer service principles. Be ready to share examples of how you've improved processes or driven performance in past roles.
✨Tip Number 3
Show your passion for customer service during interviews. Talk about how you’ve gone above and beyond to enhance customer experiences and how that aligns with Goldman Sachs' values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about 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 Application:Make sure to customise your CV and cover letter to highlight your experience in quality assurance and customer service. We want to see how your skills align with the role at Marcus by Goldman Sachs!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved processes or driven performance in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Don’t miss out!
How to prepare for a job interview at Goldman Sachs
✨Know Your QA Fundamentals
Make sure you brush up on your Quality Assurance principles and practices. Understand the key metrics and KPIs that are relevant to the role, as well as how they align with the company's goals. This 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 discuss your leadership style and experiences. Think of specific examples where you've motivated your team or improved performance standards. Highlighting your ability to lead by example will resonate well with the interviewers.
✨Prepare for Stakeholder Management Questions
Expect questions about how you manage relationships with stakeholders. Be ready to share examples of how you've effectively communicated findings and action plans in previous roles. This will demonstrate your interpersonal skills and your ability to collaborate across different teams.
✨Emphasise Continuous Improvement
The company values a culture of continuous improvement, so come prepared with ideas on how you would streamline processes or enhance customer journeys. Discuss any past initiatives you've led that resulted in operational efficiency, showing that you're proactive and innovative.
