Vendor Relationships & Center Operations Analyst

The Goldman Sachs Group; Richardson (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Goldman Sachs is seeking an operations professional to oversee vendor management for BPO partners supporting customer calls and online chat. You will ensure quality, efficiency, and regulatory compliance while driving continuous process improvements across cross-functional teams.

Responsibilities include auditing vendor locations, reviewing security and risk protocols, coaching analysts, and ensuring SLAs are met.

Qualifications

• Strong understanding of customer service experience and process improvements.
• Leadership experience in vendor management and cross-functional collaboration.
• Project management skills to launch or transition vendor operations.

Responsibilities

• Manage business process outsourcing vendors (onshore/nearshore/offshore) for customer calls and online chat with emphasis on quality, service, and efficiency.
• Conduct site visits to vendor locations for quarterly audits related to SOW and ensure readiness and equipment compliance.
• Review security and risk mitigation protocols to align with Goldman Sachs standards.
• Provide leadership and coaching to analysts supporting multiple vendor relationships.
• Ensure adherence to SLAs, KPIs, and regulatory requirements; collaborate with cross-functional teams to resolve issues.
• Identify opportunities for process improvements and facilitate timely issue resolution.

Education

Bachelor's degree

Associate's degree

Job description

Goldman Sachs is seeking an operations professional to oversee vendor management for BPO partners supporting customer calls and online chat. You will ensure quality, efficiency, and regulatory compliance while driving continuous process improvements across cross-functional teams.

Responsibilities include auditing vendor locations, reviewing security and risk protocols, coaching analysts, and ensuring SLAs are met.