Marcus by Goldman Sachs, Customer Service QA, Specialist, Birmingham | Birmingham, UK

Goldman Sachs, Inc.; Birmingham; On-site; GBP 25,000 - 45,000

Job description

Marcus by Goldman Sachs, Customer Service QA, Specialist, Birmingham

Job Description

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 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

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 serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

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 teams play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

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 center, 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.

What we're looking for:

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.

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.

The Goldman Sachs Group, Inc., 2021. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity