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CWM- Marcus by Goldman Sachs Card Quality Assurance Manager - Vice President- Draper, UT or Richardson, TX

Company: Goldman Sachs
Location: Draper
Posted on: June 5, 2021

Job Description:

Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world 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 consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.



The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.


 As the manager of the Quality Assurance (QA) team for the Marcus credit card business, you will be responsible for overseeing a global team that provides a critical control function as the first line of defense. The QA team conducts customer interaction monitoring to ensure that our servicing, collections, and fraud specialists adhere to regulatory and compliance requirements, follow procedures, and provide an exceptional customer experience. The team also performs front-to-back high-risk process reviews to ensure compliance and procedural adherence for each step of the process from intake through back-end processing and completion. You will be leading projects to improve the efficiency, automation, and effectiveness of the team and related processes and will build out quality assurance programs for new credit card partners. You will liaise with multiple stakeholders across Product, Delivery, Compliance, Risk, Engineering, and external partners to reduce defects and execute on initiatives.

 We have a fast paced result driven culture and we are looking for an individual with a risk-management mindset who can effectively lead a large organization and partner with business leaders to improve the overall Card program in Marcus.



  • Lead a large team of Specialists, Analysts, and Associates responsible for conducting Quality Assurance (QA) monitoring for the Marcus Card business, including customer interaction monitoring and high-risk process reviews
  • Collaborate with Compliance and Risk teams to review QA testing results, enhance quality monitoring and reporting, deploy new high-risk testing, and respond to Regulatory audits
  • Partner with Delivery leadership and process owners to review defects identified through the QA process and identify root cause / enhancements to mitigate future errors
  • Calibrate with external quality teams on any changes to procedures and/or scoring methodology
  • Identify and drive efficiency and automation opportunities in the QA program and related processes in order to maximize impact and reduce defects 
  • Research and remain current on the latest industry QA trends and recommend tools, vendors and practices for improvement
  • Build out quality assurance programs for new Card partners as the business expands


  • Minimum 4 years of experience in quality assurance or risk management
  • Minimum 4 years of experience managing a team
  • Proficient in Microsoft Excel, PowerPoint and data visualization tools such as Tableau
  • Ability to collaborate in a team environment, communicate effectively & influence others
  • Proactive, flexible and able to multi-task 
  • Ability to learn quickly and adapt to projects and deadlines
  • Strong communication, presentation and problem solving skills


  • Bachelor’s degree (U.S. or equivalent) in Economics, Finance/Accounting, Mathematics, Statistics, Engineering or a related field
  • 4+ years of experience managing a quality assurance program
  • Experience in banking/ financial services
  • Experience in a start-up environment
  • Experience automating processes

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

© The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.

Keywords: Goldman Sachs, Draper , CWM- Marcus by Goldman Sachs Card Quality Assurance Manager - Vice President- Draper, UT or Richardson, TX, Other , Draper, Utah

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