Quality Assurance Officer (Collections) New Cardiff

Capital On Tap; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Join a leading fintech company as part of the Collections Quality Assurance team in Cardiff. You'll ensure customer interactions meet regulatory standards, audit calls, and provide feedback to improve service quality. This hybrid role offers great development opportunities and a supportive work environment.

Benefits

Private Healthcare

Worldwide Travel Insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 Days Holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Dog-Friendly Offices

Qualifications

• Experienced in collections or customer support roles.
• Familiar with quality assurance processes.

Responsibilities

• Auditing customer interactions for quality and compliance.
• Delivering feedback to agents and identifying risks.

Skills

Customer Support

Quality Assurance

Feedback

Coaching

Regulatory Standards

Job description

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

Check out more of our benefits, values, and mission here.

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).

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How does your experience relate to this role? (Please use examples of any previous experience you feel would be relevant to this role) *

You've audited an agent's interaction with a customer and provided constructive feedback. The agent has messaged you saying they disagree with your scoring of the audit. How would you handle the situation? *

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At any point, will you require a VISA sponsorship to work in the UK? Please note, we are unable to provide sponsorship for this role. *

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At Capital on Tap, we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin, and all other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

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