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Quality Assurance Officer (Collections)

Collections Quality Assurance Officer ensuring fair customer interactions.
Capital on Tap
Hybrid
On-Site
United Kingdom
Undisclosed salary
Job Description

Capital on Tap is seeking a Quality Assurance Officer to join their Collections team in Cardiff. The ideal candidate will be passionate about ensuring fair customer interactions and continuous improvement in a hybrid work environment.

The Quality Assurance Officer will play a crucial role in maintaining high standards of customer service and regulatory compliance. This role involves auditing customer interactions, providing feedback to agents, and collaborating with team leaders to enhance performance.

Role Involves:

  • Auditing multi-channel customer interactions (calls, messages, chat)
  • Scoring interactions based on internal standards and FCA/TCF requirements
  • Delivering constructive feedback to agents
  • Identifying and escalating risks
  • Collaborating with team leaders to drive performance improvements
  • Using data to spot trends and help shape training and processes

Requirements:

  • Experience in collections or customer support roles
  • Understanding of great customer outcomes
  • Confidence in giving constructive feedback and coaching
  • Familiarity with quality assurance processes
  • Knowledge of FCA regulations and TCF principles

Capital on Tap Offers:

  • Private Healthcare
  • Worldwide travel insurance
  • Anniversary Rewards
  • Salary Sacrifice Pension Scheme
  • 28 days holiday plus bank holidays
  • Annual Learning and Wellbeing Budget
  • Enhanced Parental Leave
  • Cycle to Work Scheme
  • Season Ticket Loan
  • Free therapy sessions
  • Dog-Friendly Offices
  • Free drinks and snacks in offices
Apply Manually

Capital on Tap

Capital on Tap is a global fintech company dedicated to supporting small business owners through an all-in-one business credit card and spend management platform. Serving over 200,000 businesses worldwide, the company provides solutions designed to save time and money for its customers. Capital on Tap fosters a culture of innovation, empowering its employees to solve complex problems and contribute to an agile and scaling environment. The company’s mission is to support 1 million small businesses by 2030.

All Jobs at Capital on Tap (25)