Marcus by Goldman Sachs, Quality Assurance Manager, Analyst, Birmingham Birmingham, West Midlan[...]

Marcus by Goldman Sachs
The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we help over 800k customers with their savings goals, leveraging innovative design, data, engineering to provide customers with products that are grounded in value, transparency, and simplicity.
We’re looking for an experienced QA Team lead 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.
Job Summary & Responsibilities
Lead and manage a team of QA specialists across multiple sites, creating an in depth understanding of the day-to-day responsibilities of the Quality Assurance team
Trains and coach team members, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
Conducts monthly one-on-ones and regular team meetings as well as on-the-spot coaching / feedback
Leads and drives a collaborative culture within the team to support quality, performance, and development opportunities.
Use data to understand Contact Centre performance, identify trends and action plans to support improvements
Identify opportunities to improve customer journeys, actively encouraging your team
to do the same
Collaborate and support peers to ensure consistency in leadership across all teams
Present data, track and share findings to key stakeholders in monthly forums and reports
Monitor and track monthly targets and ensure they are consistently met
Conduct regular checks on the QA specialists to support quality of work
Maintain accurate scoring and service standards by hosting regular Call Calibration sessions within the team and other key stakeholders
Skills
Previous experience of managing a team
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 quicky 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
Understanding of Management Information reporting and KPIs
Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials
Minimum of 1 years’ experience leading and managing performance of a team
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. Learn more about our culture, benefits, and people at GS.com/careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:
The Goldman Sachs Group, Inc., 2023. All rights reserved.
Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity
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