What are the responsibilities and job description for the Quality Assurance Officer (Sales) position at Capital on Tap?
📈Check out the development opportunities in the Quality Assurance team.
🏡🏢This is a Hybrid role, the Quality Assurance team work from our Cardiff Offices 3 days per week.
What You’ll Be Doing ✨
Auditing customer interactions to ensure top-notch compliance and customer experience. You'll provide real-time feedback and coaching—both written and in 1-1 sessions—while using data to spot trends and drive improvements.
- Conducting multi-channel (voice, email and chat) audits for our front-line colleagues to ensure we are performing at the highest standard.
- Providing real-time feedback to colleagues based on their audits.
- Coaching in both written form and 121 sessions.
- Using data to identify trends/ insights for improvement and implementing solutions.
- Developing working relationships with key stakeholders across the business to promote continuous improvement and collaboration.
- Coaching people 1-1 and keeping up to date with business changes to reflect future sessions and feedback.
We’re Looking For ✨
Someone who wants to build a career helping and inspiring people to achieve their true potential. You will be:
- An expert communicator who can adapt to deliver effective coaching, training & feedback sessions and able to build relationships with key stakeholders across our business.
- Knowledgeable about the processes of prospecting, closing a sale and/or quality assurance for customer interaction auditing.
- Keen to work with data and complete analysis to gain insight into performance trends.
- Detail-oriented and able to use this laser-focus to identify trends for improvement bringing solutions to the table.
- Confident in becoming a subject matter expert in the technicalities of our product and processes, as well as the regulatory environment that financial services operate within (privacy, data protection etc).
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: 60-minute interview and a written task with Team Manager (face to face)
Salary : $250
