Marcus by Goldman Sachs, Contact Centre QA Manager, Associate, Birmingham

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.

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.

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.