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- Tasks: Join our team to ensure top-notch customer interactions and improve support processes.
- Company: Capital on Tap helps small businesses thrive with innovative credit solutions.
- Benefits: Enjoy hybrid work, private healthcare, sabbaticals, and a fun office vibe with perks.
- Why this job: Make a real impact while growing your skills in a supportive, inclusive environment.
- Qualifications: Experience in collections or customer support, with a passion for helping others succeed.
- Other info: Dog-friendly office with a pool table and arcade machine for a relaxed atmosphere.
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 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). Final stage: 60-minute CV overview and competency-based interview with Head of Department and Head of First Line Assurance (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 this could take up to 5 working 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 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 examples of how you've audited interactions and provided feedback will set you apart from other candidates.
✨Tip Number 3
Prepare for the competency-based interview by thinking of scenarios where you've successfully coached others or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Show your passion for customer service by researching common challenges faced by customers in financial situations. This knowledge will help you articulate how you can contribute positively to the team and improve customer outcomes.
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 deliver great customer outcomes.
Craft a Strong Cover Letter: In your cover letter, express your passion for helping customers and your commitment to fairness. Use specific examples from your past experiences to illustrate how you have successfully provided constructive feedback and coaching.
Prepare for the Application Questions: Think about how your experience relates to the role. Prepare examples that showcase your auditing skills and how you've handled disagreements with agents. This will help you articulate your thoughts clearly in the application.
Showcase Your Knowledge of Regulations: Demonstrate your familiarity with FCA regulations and Treating Customers Fairly (TCF) principles in your application. This shows that you understand the importance of compliance in the role and are ready to contribute positively to the team.
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 Treating Customers Fairly (TCF) principles is crucial for this role, brush up on these topics. Be ready to discuss how you would apply these principles in real-life scenarios during the interview.
✨Prepare for Behavioural Questions
Expect competency-based questions that assess your problem-solving skills and ability to handle difficult conversations. Practice articulating your thought process and approach to resolving conflicts, especially in customer interactions.
