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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 perks like private healthcare, a dog-friendly office, and a fun work environment.
- Why this job: Make a real impact by improving customer experiences in a supportive, agile culture.
- Qualifications: Experience in collections or customer support, with a passion for helping others succeed.
- Other info: Hybrid role with 3 days in Cardiff office; diverse and inclusive workplace.
The predicted salary is between 28800 - 43200 £ 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. 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
- Someone passionate about doing right by customers and helping others be their best.
- 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)
Other Info
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, UK 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) | Cardiff, UK
✨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 the interview process.
✨Tip Number 2
Prepare examples of how you've successfully provided constructive feedback in previous roles. This will showcase your ability to coach others effectively, which is a key aspect of the Quality Assurance Officer position.
✨Tip Number 3
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 your interviews.
✨Tip Number 4
Practice your communication skills, especially in delivering feedback. Since you'll be providing real-time coaching, being clear and constructive in your communication will be crucial for success in this role.
We think you need these skills to ace Quality Assurance Officer (Collections) | Cardiff, UK
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 relevant experience in collections or customer support roles. Emphasise your understanding of quality assurance processes and any familiarity with FCA regulations and Treating Customers Fairly (TCF) principles.
Craft a Compelling Cover Letter: Use your cover letter to 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 alignment with the company's mission.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Quality Assurance role.
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. They pride themselves on helping small businesses, so be prepared to discuss how your own values align with theirs and how you can contribute to their goal of supporting 1 million small businesses by 2030.
✨Showcase Your Customer Support Experience
Since the role involves quality assurance in collections, highlight your previous experience in customer support or collections. Be ready to share specific examples of how you've handled tough conversations and achieved positive outcomes for customers.
✨Prepare for Competency Questions
The final stage of the interview will include competency-based questions. Think about situations where you've had to give constructive feedback or coach others. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Familiarise Yourself with FCA Regulations
As the role requires knowledge of FCA regulations and Treating Customers Fairly (TCF) principles, brush up on these topics before your interview. Being able to discuss how these regulations impact customer interactions will demonstrate your preparedness and understanding of the industry.
