Goldman Sachs
Marcus by Goldman Sachs, Contact Centre QA Manager, Associate, Birmingham
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Marcus by Goldman Sachs, Contact Centre QA Manager, Associate, Birmingham
Contact Centre QA Manager – Marcus by Goldman Sachs
OUR IMPACT
Across Asset Wealth Management Goldman Sachs empowers clients and customers worldwide to achieve their financial goals. Our advisor-led wealth management businesses offer financial planning, investment management, banking, and tailored advice to ultra-high net worth and high net worth individuals, family offices, foundations, endowments, and corporations. Through digital solutions, we also provide seamless ways for consumers to save and invest.
Marcus by Goldman Sachs As Goldman Sachs’ digital banking arm, Marcus delivers online savings products directly to consumers. Combining 150+ years of Goldman Sachs expertise with intuitive digital innovation, we prioritise value, transparency, and simplicity—ensuring millions of customers have seamless financial experiences.
YOUR IMPACT
We are seeking an experienced Contact Centre QA Manager with a deep appreciation for customer service excellence to join our growing customer support team. If you have expertise in contact centre environments alongside strong quality assurance skills, we invite you to apply.
Our team not only delivers exceptional customer service but also ensures operational strength through process innovation, risk management, and user experience design. From day one, our customer service leaders uphold our core principles:
- Customer focus
- Process innovation
- Risk management
WHAT YOU’LL DO
- Develop and implement a comprehensive QA strategy, aligning with organisational and regulatory goals.
- Manage and mentor a QA Team Leader, cultivating a collaborative culture across multiple sites.
- Define, monitor, and continuously improve QA standards, ensuring precision in scoring, calibration, and service delivery.
- Identify opportunities to optimise customer journeys and streamline operations, driving efficiency and encouraging team-wide innovation.
- Present actionable insights, trends, and performance analytics to senior stakeholders through monthly reports and forums.
- Proactively manage risk to ensure compliance with internal policies and external regulations.
- Track and analyse performance metrics, KPIs, and targets, ensuring objectives are met and pinpointing improvement areas.
- Allocate resources efficiently to meet business demands while balancing team workload priorities.
- Build and maintain strong cross-functional stakeholder relationships.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
REQUIREMENTS
Core Qualifications
- Proven ability to manage other managers in a leadership capacity
- Hands-on experience in leading a Quality Assurance (QA) function
- Strong leadership skills, with a positive attitude and ability to set high performance standards
- Exceptional interpersonal, organisational, and communication abilities
- Experience navigating fast-paced environments, rapidly identifying issues, and implementing effective resolutions
- Excellence in data analysis and interpretation, with the ability to recommend performance improvements
- Superior stakeholder management skills
- Commitment to fostering continuous improvement within your team
- Highly self-directed, detail-oriented, and driven, with a passion for customer-centric service
- Ability to balance own workloads with team and business needs in a dynamic setting
- Adaptable, high-energy professional with a collaborative mindset
Technical Skills
- Proficiency in QA tools
- Minimum two years’ experience in Quality Assurance roles
- Minimum one year of experience leading and managing teams
- Strong grasp of Management Information reporting and KPIs
- Proficient in Microsoft Office (Excel, Word, PowerPoint) to create high-quality deliverables
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Preferred Qualifications
- Experience in a retail banking environment
- Bachelor’s degree in Business or a related field
ABOUT GOLDMAN SACHS
At Goldman Sachs, we harness our people, capital, and ideas to drive growth for our clients, shareholders, and global communities. Since 1869, we have served as a leading investment banking, securities, and asset management firm, operating worldwide with a headquarters in New York.
Our Culture & Commitment
We believe "who you are makes you better at what you do." Our firm is dedicated to fostering diversity and inclusion—providing every employee with opportunities for personal and professional growth. This includes:
- Training and development programs
- Firm-wide networks
- Wellness, benefits, and mindfulness initiatives
Discover more about our culture, benefits, and careers at GS.com/careers.
Commitment to Accessibility
We are committed to obtaining reasonable accommodations for candidates with disabilities during the recruiting process. Learn more here.
Equality in Opportunity
Goldman Sachs is an equal opportunity employer. We do not discriminate based on:
- Race
- Colour
- Religion
- Sex
- National origin
- Age
- Veterans status
- Disability
- Any other characteristic protected by law
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills