Quality Assurance Analyst (Collections)

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 QA 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.

Whether you come from a quality assurance background or have deep experience in collections, arrears, or supporting vulnerable customers, we’d love to hear from you.

Day-to-day duties:

• Auditing multi-channel customer interactions (calls, messages, chat) for quality, compliance, and fairness
• Scoring interactions based on internal standards and FCA/TCF requirements
• Drawing on your understanding of collections/arrears operations to assess call outcomes with real-world context
• 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 who’s passionate about doing right by customers and helping others be their best. You will be:

• Experienced in collections, arrears, or financial difficulty support — ideally with exposure to vulnerable customers and FCA expectations
• Familiar with quality assurance processes and scoring frameworks – or eager to learn if you have strong operations experience
• Someone who understands what a great customer outcome looks like, especially in tough conversations
• Confident in giving constructive feedback and coaching to others
• Able to spot trends and process improvements, and ready to suggest smart solutions
• Knowledgeable about FCA regulations and Treating Customers Fairly (TCF) principles – or comfortable applying training in this area

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)
• Final stage: 60-minute CV overview and compentency based interview with Head of Department and Head of First Line Assurance (In person)

Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.

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.)