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: https://www.goldmansachs.com/careers/footer/disability-statement.html

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