At a Glance
- Tasks: Lead a dynamic QA team to enhance customer service and operational efficiency.
- Company: Join Goldman Sachs, a leader in financial services with a commitment to innovation.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Opportunity to work in a fast-paced, collaborative environment with growth potential.
- 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.
The predicted salary is between 40000 - 50000 £ per year.
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.
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 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.
PREFERRED QUALIFICATIONS
- Experience in a retail banking environment.
- Bachelor's degree in Business, or a related field.
Marcus by Goldman Sachs, Quality Assurance Manager, Associate, Birmingham employer: Job Search Place Limited
At Goldman Sachs, we pride ourselves on being an exceptional employer, particularly for the Quality Assurance Manager role in Birmingham. Our commitment to fostering a collaborative work culture is complemented by robust employee growth opportunities and a focus on continuous improvement, ensuring that our team members thrive both personally and professionally. With a strong emphasis on customer service excellence and innovative processes, you will play a pivotal role in shaping the future of our customer support operations while enjoying the benefits of working in a dynamic and supportive environment.
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 your connections in the industry, especially those who work at Goldman Sachs or in similar roles. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common QA scenarios and questions. We recommend role-playing with a friend or using online resources to get comfortable discussing your experience and how it aligns with the job description.
✨Tip Number 3
Showcase your passion for customer service during interviews. Share specific examples of how you've improved customer journeys or streamlined processes in previous roles. This will demonstrate that you’re not just qualified, but genuinely invested in the role.
✨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 at Goldman Sachs.
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 reflects the skills and experiences that match the job description. Highlight your QA management experience and any relevant achievements in customer service to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about quality assurance and customer service. Share specific examples of how you've improved processes or led teams in the past – we love a good story!
Show Off Your Analytical Skills:Since this role involves tracking performance metrics and KPIs, be sure to mention any experience you have with data analysis. We want to see how you can use data to drive improvements and make informed decisions.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Job Search Place Limited
✨Know Your QA Strategies
Before the interview, brush up on your knowledge of quality assurance strategies. Be ready to discuss how you would develop and implement a QA strategy that aligns with organisational goals. Think about specific examples from your past experience where you've successfully managed QA functions.
✨Showcase Your Leadership Skills
Since the role involves managing other managers, be prepared to share your leadership style. Highlight instances where you've fostered a collaborative culture or motivated your team to achieve performance standards. Use concrete examples to illustrate your ability to lead by example.
✨Prepare for Stakeholder Management Questions
Expect questions about how you manage relationships with stakeholders. Think of examples where you've effectively communicated findings or action plans to senior stakeholders. Demonstrating your exceptional interpersonal skills will be key in this role.
✨Demonstrate Your Analytical Skills
The job requires strong analytical skills, so be ready to discuss how you've tracked and analysed performance metrics in the past. Prepare to explain how you've used data to identify areas for improvement and drive operational efficiency, showcasing your business analytical skills.
