Quality Assurance Team Lead

7 days ago

Birmingham, Birmingham, United Kingdom Goldman Sachs Group, Inc. Full time
Job Title: Quality Assurance Team Lead

At Goldman Sachs Group, Inc., we're seeking an experienced Quality Assurance Team Lead to join our growing customer support team. As a key member of our team, you'll play a vital role in upholding our customer support principles of customer focus, process innovation, and risk management.

Key Responsibilities:
  • 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.
  • Train and coach team members, provide direction, and enforce policies and standards to help the staff achieve departmental goals and objectives.
  • Conduct monthly one-on-ones and regular team meetings as well as on-the-spot coaching/feedback.
  • Lead and drive 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.
  • Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
  • 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.
  • Monitor and track monthly targets and ensure they are consistently met.
  • 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.
Requirements:
  • Minimum of 2 years' experience in a Quality Assurance role.
  • Understanding of Management Information reporting and KPIs.
  • Proficient in Microsoft Excel, Word, PowerPoint to deliver high-quality materials.
  • Minimum of 1 year's experience leading and managing performance of a team.
Preferred Qualifications:
  • Experience in a retail banking environment.
  • Bachelor's degree in Business or a related field.

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