Direct to Consumer - Bengaluru- Call Monitoring - Risk Governance

You will be responsible for being an expert on policies and procedures for all lines of business you support. Your role will involve conducting internal quality and compliance audits on phone calls and case work completed by operations teams. You are expected to provide coaching and feedback in a professional and helpful manner to help improve the performance of those you evaluate. Furthermore, you will collect and analyze data from each audit/monitor activity and assist operations teams with the development and implementation of appropriate corrective action plans, training tips, and team communication to enhance overall quality results. It will also be part of your responsibilities to conduct/participate in calibration sessions to ensure consistent scoring across team members and lead meetings with management and other stakeholders. Your duties will also include evaluating findings and making appropriate recommendations to the operations and training departments for training improvements. Basic 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 Goldman Sachs is committed to fostering and advancing diversity and inclusion in the workplace by providing numerous opportunities for professional and personal growth. The firm offers training and development opportunities, firmwide networks, benefits, wellness and personal finance offerings, and mindfulness programs to support the growth of every individual within the organization. You can learn more about the culture, benefits, and people at GS.com/careers. Goldman Sachs is dedicated to providing reasonable accommodations for candidates with special needs or disabilities during the recruiting process. To learn more about the accommodations, visit: https://www.goldmansachs.com/careers/footer/disability-statement.html.,