Marcus by - Birmingham, United Kingdom - Goldman Sachs

Goldman Sachs Birmingham, United Kingdom

3 weeks ago

Full time

Description

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.

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
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
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
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
Ability to lead teams, drive performance standards and motivate staff
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
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
Is adaptable, high-energy levels and desire to help others
Experienced in using QA tools
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

Experience in a retail banking environment
Bachelor's degree in Business, or a related field

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'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.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

Marcus by

3 weeks ago

Goldman Sachs Birmingham, United Kingdom Full time

Wealth Management · 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 advi ...
Marcus by

1 week ago

Goldman Sachs Birmingham, United Kingdom

Consumer · The firm's Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products. We use innovative design, data, engineering and other core ...
Marcus by

1 week ago

Goldman Sachs Birmingham, United Kingdom

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, ...
Marcus by

1 week ago

Goldman Sachs Birmingham, United Kingdom

Wealth Management · 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 advi ...
Marcus by

3 weeks ago

Goldman Sachs Birmingham, United Kingdom Full time

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, e ...
Marcus by

4 weeks ago

Goldman Sachs Birmingham, United Kingdom

Marcus by Goldman Sachs, Fraud Investigations Operations Manager, Associate, Birmingham · Marcus by Goldman Sachs, Fraud Investigations Operations Manager, Associate, Birmingham · Wealth Management · Across Asset Wealth Management, Goldman Sachs helps empower clients and custo ...
Marcus by

3 weeks ago

Goldman Sachs Birmingham, United Kingdom Full time

Wealth Management · 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 advi ...
Marcus by

3 weeks ago

Goldman Sachs Birmingham, United Kingdom

Wealth Management · 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 advi ...
Marcus by

2 weeks ago

Goldman Sachs Birmingham, United Kingdom Full time

Wealth Management · 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 advi ...
Marcus by

1 week ago

Goldman Sachs Birmingham, United Kingdom

Wealth Management · 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 advi ...
Marcus by

1 week ago

Goldman Sachs Birmingham, United Kingdom

Consumer · The firm's Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products. We use innovative design, data, engineering and other core c ...
Marcus by

3 weeks ago

Goldman Sachs Birmingham, United Kingdom

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, e ...
Wealth Management- Marcus

3 weeks ago

Goldman Sachs Group, Inc. Birmingham, United Kingdom

Wealth Management · Across 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 ...
Marcus by Goldman Sachs, Fraud Investigations Operations Manager, Associate, Birmingham Birming

2 weeks ago

Goldman Sachs Group, Inc. Birmingham, United Kingdom

Wealth Management · 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 advic ...
Marcus by Goldman Sachs, Fraud Investigations Operations Manager, Associate, Birmingham Birming

2 weeks ago

Goldman Sachs Group, Inc. Birmingham, United Kingdom

Wealth Management · 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 advic ...
Marcus by Goldman Sachs, Quality Assurance Manager, Analyst, Birmingham Birmingham, West Midlan

3 weeks ago

Goldman Sachs Group, Inc. Birmingham, United Kingdom

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, e ...
Payroll Officer

2 weeks ago

Marneros Marcus & Co Ltd Birmingham, United Kingdom

**Company description** · Marneros Marcus & Co is an independent firm of Chartered Certified Accountants located in the heart of Birmingham City center. · Here at Marneros Marcus & Co we boast a wide range of bespoke accountancy services, from accounts preparation, corporate and ...
Payroll Assistant

2 weeks ago

Marneros Marcus & Co Ltd Birmingham, United Kingdom

**Company description** · Marneros Marcus & Co is an independent firm of Chartered Certified Accountants located in the heart of Birmingham City center. · Here at Marneros Marcus & Co we boast a wide range of bespoke accountancy services, from accounts preparation, corporate and ...
Payroll Assistant

2 weeks ago

Marneros Marcus & Co Ltd Birmingham, United Kingdom

**Company description** · Marneros Marcus & Co is an independent firm of Chartered Certified Accountants located in the heart of Birmingham City center. · Here at Marneros Marcus & Co we boast a wide range of bespoke accountancy services, from accounts preparation, corporate and ...
Bookkeeping Assistant

2 weeks ago

Marneros Marcus & Co Ltd Birmingham, United Kingdom

The main responsibilities will be assisting the VAT department in preparing and submitting VAT returns and also preparing accounts for submission using VT Transaction + for both. Aiding the Tax Department in preparing and submitting Self-Assessment Tax Returns using IRIS. · This ...