Training and Quality Assurance Manager - Atlanta, Georgia

Capital on Tap
Atlanta, GA Full Time
POSTED ON 6/21/2021 CLOSED ON 6/25/2021

Job Posting for Training and Quality Assurance Manager - Atlanta, Georgia at Capital on Tap

The Role:

Capital on Tap believes in small businesses and their potential. We are on a mission to help them thrive!

Since launching our business credit card in 2017, we’ve become one of the fastest growing companies in the UK (Sunday Times Fast Track 100 in 2017, 2018, & 2019) and Europe (Europe’s Fastest Growing Companies 2021). We now have our sights set on the rest of the world, and have recently expanded into the US.

The best thing about working at Capital on Tap is our team - both two-legged and four-legged! We have a dynamic, fun and vibrant culture with plenty of opportunities for growth and progression.

We are a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and welcome. We foster an environment that allows people to share, engage, learn, support, participate and work towards positive change. We hold regular culture and inclusion events, such as Black History Month, Pride Week and International Women’s Day . You can read more about these events on our blog, and more about our team and our values here.

Now we’re taking our offering global, and looking to hire our first team in the US by building our Operations team in Atlanta, Georgia. We’ll start remotely but look to bring our team together in our first US office later in the year.

We want to build the most incredible customer experience the US has ever experienced, and as a founding leader of our Customer Operations (COps) team, you’ll play a critical role in achieving that. You’ll be responsible for taking us from nothing to the best customer experience in our industry, by training up and developing an outstanding team, writing customer-obsession into the DNA of the US Office culture, and setting and executing on ambitious objectives for quality of service.

What you’ll be responsible for:

  • Building an awesome onboarding process and training up the early team
  • Establishing ongoing training to make our team excellent and develop skills
  • Identifying development opportunities using feedback loops and QA
  • Documenting our processes and creating reference materials
  • All changes to processes are documented and disseminated out to our teams
  • Reporting on the above, and holding everyone accountable to qualitative and quantitative performance standards
  • Auditing our front-line to ensure adherence to process and quality standards
  • Providing real-time feedback and quick opportunities for agents to course-correct

The primary metric to optimise is the audit score. Secondary metrics include employee satisfaction (because our team is getting incredible feedback and development), and CSAT / TrustPilot scores (because it’s giving incredible customer service).

Who we’re looking for:

  • Someone whose mission is to help people achieve their potential. You get a kick out of seeing people become a better version of themselves. 
  • You are able to create and deliver training in an innovative and create way
  • You’re also detail oriented, and have the courage to maintain high standards. 
  • Finally, while experience in financial services isn’t essential, you’ll be able to understand the technicalities of a credit product and our processes, as well as the regulatory environment (privacy, data protection etc).
  • Demonstrable obsession around improving customer experience
  • Experience scaling yourself by building a team
  • Comfortable with Excel analysis and reporting.
  • Self-motivated and able to move at pace and within uncertainty.
  • Leadership presence, and the ability to energise and motivate others.
  • Experience of Zendesk is a plus.

The process:

Send us your CV, plus a brief cover letter introducing yourself and explaining why you’d like to come and work with us at this exciting stage. We may invite you to participate in a telephone interview, after which successful candidates will be invited to over a google hangout, or in person if travel plans permit, with some of the team.

A note about us:

We don’t pretend to be experts, and we approach our work with ambition and humility. We like driven people who can figure things out. We’ll give you a lot of freedom to build something that’s truly yours. In return, you’ll need to be self-directed, responsible for delivering results and owning your metrics, and able to focus ruthlessly on big wins.

Diversity and Inclusion:

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 the 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. We welcome, consider and encourage applications from anyone that shares this passion.

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