Quality Assurance Officer (Collections)
Quality Assurance Officer (Collections)
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Job Description
Were 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 allinone business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 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.
What Youll Be Doing
Youll be part of our Collections Quality Assurance team ensuring that every customer interaction is handled with care fairness and in line with regulatory standards. Youll audit calls and messages provide realtime feedback to agents and work with team leads to continuously improve how we support customers in challenging financial situations.
Your daytoday will include:
- Auditing multichannel 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 11 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.
Were 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 withquality assurance processes and scoring customer interactions.
- Able to spottrends and process improvements and ready to suggest smart solutions.
- Knowledgeable aboutFCA 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 (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
DogFriendly Offices
Free drinks and snacks in our offices
Check out more of our benefits values and mission here.
Interview Process
- First stage: 30minute intro and values call with Talent Partner (Video call)
- Second stage: 45minute CV overview with Team Manager (Video call)
- Final stage: 60minute technical assessment with Head of Department (In person)
Other Info
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Email if you have any questions.
Excited to work here Apply!
If youd 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.)
Required Experience:
Unclear Seniority
Employment Type
Full Time
