Goldman Sachs
Marcus by Goldman Sachs, Quality Assurance Specialist, Birmingham
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OUR IMPACT
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. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.
Marcus by Goldman Sachs
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.
YOUR IMPACT
We’re looking for people that have a keen eye for detail and a passion for delivering excellent customer outcomes in our growing Quality Assurance Team. Are you an experienced Quality Assurance specialist who has a desire to build a career in Quality Assurance?
Our Quality Assurance team covers the opening hours of the contact centre, from 8am to 8pm and staff will be required to work one of the shift patterns over 5 days per week.
What you’ll do:
- Review and assess phone calls and other forms of customer communication to ensure they meet the established quality standards and, adhere to company policies and regulations
- Deliver comprehensive feedback to agents and their supervisors, highlighting strengths, areas of improvement and providing guidance on how to enhance service quality
- Identify themes of quality issues discovered through the evaluation process, and provide recommendations and training initiatives for any key areas where improvements are needed to the QA manager
- Proactively identify new or potential risks, ensuring these are escalated to the relevant stakeholders using the correct escalation process
- Take ownership of your own work and areas, tracking progress to ensure you meet all KPIs, including call and case quality and, productivity
- Keep up to date with process and procedure changes, ensuring completion of ongoing compliance and remedial training as scheduled
- Maintain an accurate and detailed record of evaluation scores and feedback provided
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REQUIREMENTS
Full training will be provided however to be successful in this role you will need to demonstrate:
- Proven background in a QA role within the financial services industry.
- Excellent analytical and problem-solving skills, with the ability to work to targets with a view of supporting changes to processes
- Strong attention to detail with an ability to identify patterns, and areas for improvement within customer interactions
- Exceptional written and verbal communication skills to provide clear, concise and constructive feedback with an ability to interact with people at all levels
- Ability to adapt quickly to changing priorities in a fast-paced contact centre setting, handling multiple tasks
- Strong teamwork and collaboration skills
- Experience in a retail banking environment or other similar customer service environment
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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
© The Goldman Sachs Group, Inc., 2025. All rights reserved.
Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.
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