Quality Assurance Analyst

Job Description

Quality Assurance Analyst

📍 Location: 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.

What you’ll do

• 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.