Call Monitoring Risk Governance Specialist

Goldman Sachs

Location: Bengaluru, Karnataka, India

Category: Risk Management

Salary: 1,200,000 - 1,800,000 INR / yearly

Full-time

Job Description

Join Goldman Sachs as a Call Monitoring Risk Governance Specialist in Bengaluru. This role involves conducting internal quality and compliance audits on phone calls and case work completed by operations teams.

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.

Qualifications

Internal Candidates:

Tenure of at least 12 months in role
Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores
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
Ability to manage multiple projects at one time and meet stringent deadlines
Basic Microsoft Office skills

External Candidates

At least 3.5 years of experience in call and case monitoring
Ability to manage multiple projects at one time and meet stringent deadlines
Knowledge in current banking regulations, policies and procedures
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
Experience in providing coaching and feedback in a clear and constructive manner within a 1:1 setting
Intermediate excel knowledge

Perks & Benefits

Goldman Sachs offers a competitive salary, benefits, wellness programs, and personal finance offerings. Learn more about our culture and people at GS.com/careers.

Why Join Us?

Join Goldman Sachs and be part of a leading global investment banking firm committed to diversity, inclusion, and professional growth.