Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 hybrid work, private healthcare, 28 days holiday, and a fun office environment.
- Why this job: Make a real impact by improving customer experiences in a supportive culture.
- Qualifications: Experience in collections or customer support, with a passion for helping others.
- Other info: Dog-friendly offices and a vibrant team atmosphere await you!
The predicted salary is between 36000 - 60000 £ per year.
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 Treating Customers Fairly (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).
Other Info
Check out our 'Top Tips' for interviewing. Keep updated on new job opportunities by following us on Linkedin. Email careers@capitalontap.com if you have any questions. 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 this could take up to 5 working days.)
Quality Assurance Officer (Collections) employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
careers@capitalontap.com
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Assurance Officer (Collections)
✨Tip Number 1
Familiarise yourself with FCA regulations and Treating Customers Fairly (TCF) principles. Understanding these guidelines will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Brush up on your quality assurance processes and scoring methods. Being able to discuss specific metrics and how they relate to customer interactions will show that you're prepared for the responsibilities of the role.
✨Tip Number 3
Prepare examples from your past experience in collections or customer support where you successfully provided feedback or coaching. This will highlight your ability to improve team performance and align with their values.
✨Tip Number 4
Research Capital on Tap's mission and values thoroughly. Being able to articulate how your personal values align with theirs will make a strong impression during the interview process.
We think you need these skills to ace Quality Assurance Officer (Collections)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Quality Assurance Officer in Collections. Familiarise yourself with the key tasks such as auditing customer interactions and providing feedback.
Tailor Your CV: Highlight your experience in collections or customer support roles. Emphasise your understanding of quality assurance processes and any relevant knowledge of FCA regulations and Treating Customers Fairly (TCF) principles.
Craft a Strong Cover Letter: In your cover letter, express your passion for helping customers and your ability to provide constructive feedback. Mention specific examples from your past experiences that demonstrate your skills and how they align with the role.
Prepare for Interviews: Review the interview process outlined by Capital on Tap. Prepare for the initial values call by reflecting on how your personal values align with the company's mission. Be ready to discuss your CV in detail and showcase your technical knowledge during the final assessment.
How to prepare for a job interview at Capital on Tap
✨Understand the Company Values
Before your interview, take some time to research Capital on Tap's mission and values. Understanding their commitment to helping small businesses will allow you to align your answers with their goals and demonstrate your passion for customer support.
✨Familiarise Yourself with FCA Regulations
Since the role involves ensuring compliance with FCA regulations and Treating Customers Fairly (TCF) principles, make sure you brush up on these topics. Being able to discuss them confidently will show that you are knowledgeable and serious about the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle difficult customer interactions. Prepare examples from your past experience where you successfully navigated tough conversations or provided constructive feedback, as this will highlight your suitability for the role.
✨Show Your Analytical Skills
The role requires spotting trends and suggesting improvements based on data. Be ready to discuss any previous experiences where you used data analysis to drive performance improvements or enhance customer service, as this will demonstrate your analytical mindset.
