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 consumer business provides digital solutions for customers to better spend, borrow, invest, and save. 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:

• Be an expert on policies and procedures for all lines of business you support
• Conduct internal quality and compliance audits on phone calls and case work completed by operations teams
• Provide coaching and feedback in a professional and helpful manner to help improve performance of those you evaluate
• 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 6 months in 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 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