Summary

Senior contact centre QA manager at Marcus by Goldman Sachs, leading the QA function within its customer support operation. The role manages and supports a QA Team Leader, sets quality standards across multiple sites, and is based onsite in Birmingham.

Responsibilities

• Develop and implement the contact centre qa strategy
• Manage and support the qa team leader
• Calibrate scoring standards across multiple sites
• Analyse performance metrics and identify service gaps
• Present trends and action plans in monthly forums
• Allocate resources across team workloads and priorities
• Monitor compliance risks and internal policy adherence