Marcus by Goldman Sachs, Call Centre Quality Assurance Manager, Associate, Birmingham

Overview

Experienced Contact Centre QA Manager needed to lead quality assurance across our multi-site customer support operations. You will shape the QA strategy to align with regulatory and organizational goals, monitor standards, and drive service improvements. You’ll enable data-driven decisions with robust reporting to senior stakeholders and safeguard risk management. This role offers impact by elevating customer journeys and operational efficiency within a fast-paced, performance-driven environment.

Responsibilities

• Develop and implement the QA strategy in line with organisational goals and regulatory requirements
• Lead and support the QA Team Leader and foster collaboration across sites
• Set and improve QA standards, calibrate scoring, and ensure quality of service
• Identify process improvements to streamline customer journeys and boost efficiency
• Present trends and action plans to senior stakeholders via monthly forums and reports
• Monitor risk, ensure compliance with internal policies and regulations
• Track KPIs and performance metrics, driving continuous improvement
• Allocate resources effectively to balance workloads and business needs
• Collaborate with cross-functional stakeholders to build strong relationships

Key requirements

• Experience managing other managers
• Experience managing a QA function
• Ability to lead by example with a positive attitude
• Proven ability to lead teams, drive performance standards, and motivate staff
• Excellent business analytical, interpersonal, organizational and communication skills
• Experience analyzing data to drive business performance and efficiency
• Exceptional stakeholder management
• Desire to develop others and drive continuous improvement
• Self-directed, detail-oriented, proactive in a fast-paced environment
• Ability to manage own workload while supporting the team
• Adaptability and high energy with a customer-service focus
• Experience using QA tools
• Minimum 2 years in Quality Assurance
• Minimum 1 year experience leading a team
• Understanding of Management Information reporting and KPIs
• Proficient in Microsoft Excel, Word, PowerPoint to deliver materials
• Preferred: Experience in a retail banking environment
• Bachelor’s degree in Business, or a related field

• leadership by example
• stakeholder management
• communication
• Quality Assurance tools
• Management Information reporting (MI)
• Microsoft Excel

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