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- Tasks: Join our Collections Quality Assurance team to ensure top-notch customer interactions.
- Company: Capital on Tap helps small businesses thrive with innovative credit solutions.
- Benefits: Enjoy perks like private healthcare, a dog-friendly office, and 28 days holiday.
- Why this job: Make a real impact while working in a fun, inclusive environment.
- Qualifications: Experience in collections or customer support is essential; passion for helping others is a must.
- Other info: This hybrid role requires 3 days in our Cardiff office each week.
The predicted salary is between 30000 - 42000 £ per year.
We’re Capital on Tap. Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world, and our goal is to help 1 million small businesses by 2030.
Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment. Check out the development opportunities in the Quality Assurance team. This is a hybrid role; the Quality Assurance team works from our Cardiff offices 3 days per week.
What You’ll Be Doing You’ll be part of our Collections Quality Assurance team, ensuring that every customer interaction is handled with care, fairness, and in line with regulatory standards. You’ll audit calls and messages, provide real-time feedback to agents, and work with team leads to continuously improve how we support customers in challenging financial situations. Your day-to-day will include:
- Auditing multi-channel customer interactions (calls, messages, chat) for quality, compliance, and fairness.
- Scoring interactions based on internal standards and FCA/TCF requirements.
- Delivering clear, constructive feedback to agents via written reports and 1-1 coaching.
- Identifying risks early and escalating when needed.
- Collaborating with team leaders to drive performance improvements.
- Using data to spot trends and help shape training and processes.
We’re Looking For We want someone passionate about doing right by customers and helping others be their best. You will be:
- Experienced in collections or customer support roles.
- Someone who understands what a great customer outcome looks like, especially in tough conversations.
- Confident in giving constructive feedback and coaching to others.
- Familiar with quality assurance processes and scoring customer interactions.
- Able to spot trends and process improvements, and ready to suggest smart solutions.
- Knowledgeable about FCA regulations and TCF principles.
Diversity & Inclusion We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time), so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
- Private Healthcare, including dental and optician services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
- Salary Sacrifice Pension Scheme up to 7% match
- 28 days holiday (plus bank holidays)
- Annual Learning and Wellbeing Budget
- Enhanced Parental Leave
- Cycle to Work Scheme
- Season Ticket Loan
- 6 free therapy sessions per year
- Dog-Friendly Offices
- Free drinks and snacks in our offices
Interview Process First stage: 30-minute intro and values call with Talent Partner (video call) Second stage: 45-minute CV overview with Team Manager (video call) Final stage: 60-minute technical assessment with Head of Department (in person)
Excited to work here? Apply! If you’d like to progress your career within our fast-growing, profitable fintech, then click apply and we will aim to get back to you within 3 working days (during busy periods, up to 5 days).
Quality Assurance Officer (Collections) Cardiff employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer (Collections) Cardiff
✨Tip Number 1
Familiarise yourself with FCA regulations and TCF principles, as these are crucial for the role. Understanding these guidelines will not only help you in the interview but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Prepare examples from your previous experience where you've successfully provided constructive feedback or coaching. This will showcase your ability to support team members and improve performance, which is a key aspect of the job.
✨Tip Number 3
Research Capital on Tap's mission and values thoroughly. Being able to articulate how your personal values align with theirs during the interview will make a strong impression and show that you're genuinely interested in the company.
✨Tip Number 4
Practice your auditing skills by reviewing sample customer interactions. This will help you get comfortable with scoring and providing feedback, making you more confident when discussing your approach during the technical assessment.
We think you need these skills to ace Quality Assurance Officer (Collections) Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in collections or customer support roles. Emphasise your understanding of quality assurance processes and any specific achievements that demonstrate your ability to improve customer outcomes.
Craft a Strong Cover Letter: In your cover letter, express your passion for helping customers and your commitment to fairness and compliance. Use specific examples from your past experiences to illustrate how you have successfully provided feedback and coaching to others.
Prepare for the Application Questions: Think carefully about how your experience relates to the role. Prepare examples that showcase your auditing skills and how you've handled disagreements over feedback. This will help you articulate your thoughts clearly in the application.
Showcase Your Knowledge of Regulations: Demonstrate your familiarity with FCA regulations and TCF principles in your application. This could be through mentioning relevant training or experiences where you applied this knowledge to ensure compliance in customer interactions.
How to prepare for a job interview at Capital on Tap
✨Understand the Role
Make sure you have a solid grasp of what a Quality Assurance Officer does, especially in the context of collections. Familiarise yourself with the key responsibilities mentioned in the job description, such as auditing customer interactions and providing feedback.
✨Showcase Your Experience
Prepare specific examples from your past roles that demonstrate your experience in collections or customer support. Highlight situations where you successfully provided constructive feedback or improved processes, as this will resonate well with the interviewers.
✨Familiarise Yourself with FCA Regulations
Since knowledge of FCA regulations and TCF principles is crucial for this role, brush up on these topics before your interview. Being able to discuss how these regulations impact customer interactions will show your preparedness and understanding of the industry.
✨Prepare for Scenario Questions
Expect scenario-based questions, especially regarding handling disagreements over audit scores. Think about how you would approach such situations with empathy and professionalism, as this reflects your ability to manage challenging conversations effectively.
