Quality Assurance Analysttombola • Sunderland, England, United Kingdom
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Quality Assurance Analyst
tombola
- Sunderland, England, United Kingdom
- Sunderland, England, United Kingdom
À propos
Sunderland (Hybrid)
Department:
Customer Experience
The role
We’re looking for a
Quality Assurance Analyst
to support quality, consistency and efficiency across tombola’s
Customer Service and Chat
teams.
This role plays a key part in ensuring our CX teams deliver safe, high-quality, player-first experiences at scale. You’ll provide independent quality oversight, identify best practice, and surface insights that improve performance, efficiency and future automation opportunities.
This is
not a people management role , but you’ll work closely with Team Leaders, Operations and Training to drive continuous improvement.
Responsibilities
Complete regular Quality Checks (QCs) across Customer Service and Chat teams.
Review customer interactions across multiple markets, including UK, Italy and Spain.
Apply QA frameworks consistently and objectively across channels, teams and languages.
Carry out second-line quality sampling to support underperforming agents.
Identify best-practice handling, process gaps and improvement opportunities.
Use QA insight to support coaching priorities, process optimisation and efficiency gains (e.g. AHT, engagement).
Share clear, actionable insights with Operations and Training teams.
What we’re looking for
Experience in quality assurance, customer service or contact centre environments.
Strong written understanding of English and the ability to assess quality accurately.
Additional language skills in Italian and/or Spanish are highly desirable, given the international scope of the role.
Strong attention to detail with the ability to apply standards fairly and consistently.
Analytical mindset with confidence spotting trends and improvement opportunities.
Collaborative approach and confidence working cross-functionally.
Aligned with tombola’s player-first, responsible service ethos.
Why tombola At tombola, quality matters. This role directly supports
player experience, safety and efficiency
across multiple international markets, in a collaborative, values-led CX environment focused on doing the right thing.
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Compétences linguistiques
- English
Avis aux utilisateurs
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