AWM, Marcus by Goldman Sachs, Quality Assurance Team Leader, Analyst - Draper, UT

AWM, Marcus by Goldman Sachs, Quality Assurance Team Leader, Analyst - Draper, UTDraper, Utah, United States

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.

Responsibilities:

•    Lead a team of Performance Coaches, including training, delegating tasks, providing feedback and conducting performance evaluations
•    Oversee the execution of monthly audits completed by the Performance Coaching Team
•    Be an expert on policies and procedures for all lines of business you support (internal)
•    Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results
•    Conduct/participate in calibration sessions to ensure consistent scoring across team members
•    Lead meetings with management and other stakeholders
•    Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements

Basic Qualifications:

•    Tenure of at least 12 months in current role (internal)
•    Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores (internal)
•    At least 12 months experience in a call monitoring leadership role (external)
•    Ability to self-manage and motivate
•    Resiliency and adaptability to lead through various business changes
•    Ability to quickly build knowledge of policies and procedures
•    Ability to positively impact team culture and effectiveness
•    Ability to provide coaching and feedback in a clear and constructive manner
•    Basic Microsoft Office skills

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

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.