CX Training, Development & Quality Manager

Companytombola

LocationSunderland, England, United Kingdom

Posted At1/28/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (43.0%).

Occupation Type

Human resource managers and directors

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£52,900 (£27.13 per hour)

Occupation rate applies

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Description

📍 Location: Sunderland (Hybrid – HQ)

📄 Contract: 12-month Fixed-Term Contract (Maternity Cover)

About The Role

We’re looking for a CX Training, Development & Quality Manager to join tombola on a 12-month fixed-term maternity cover, leading how learning, capability and quality come to life across our Customer Experience (CX) functions.

This is a high-impact, strategic role with ownership of both CX Learning & Development and the Quality function. You’ll shape how our CX teams — from new starters to experienced colleagues — are equipped to deliver consistent, high-quality, values-driven experiences that reflect what tombola stands for.

Working across Customer Support, Safeplay, Risk, Player Relations, Chat Moderation and more, you’ll ensure learning, quality insight and performance are tightly aligned, driving meaningful outcomes for both players and the business.

What you’ll be doing

Own CX Learning & Development strategy

Design and maintain a multi-phase CX learning roadmap aligned to values, compliance, operational priorities and growth plans.

Use QA insight, performance data and business strategy to shape learning priorities.

Identify capability gaps and future needs

Analyse service metrics, QA findings and stakeholder feedback to identify skill gaps and emerging needs.
Proactively plan learning to support change, growth and increased automation.

Design and deliver impactful learning programmes

Create and deliver blended learning solutions including onboarding, refresher training, compliance, soft skills, role-specific and leadership development.
Use a mix of workshops, virtual sessions, e-learning, coaching and peer learning.
Ensure learning directly addresses quality trends and performance gaps identified through QA.

Lead L&D and Quality teams

Line manage and develop CX Learning Advisors and Quality Analysts.
Set clear objectives, manage performance and maintain high standards across learning and QA delivery.
Ensure learning and QA capability scales effectively across CX.

Own QA governance and insight

Oversee QA frameworks, scoring methodologies, calibration and governance across Customer Support and Chat.
Build strong thematic insight to inform learning, operations and continuous improvement.

Measure impact and drive improvement

Define and track KPIs such as onboarding speed, AHT, quality, compliance, player satisfaction and service consistency.
Report insight and impact to senior stakeholders and iterate programmes based on outcomes.

Support career development and succession

Build structured development pathways into specialist and leadership roles.
Use QA insight to support targeted development, reduce attrition and strengthen internal capability.

Work cross-functionally

Partner closely with CX leadership, Operations, HR/People, Compliance, Safeplay/Risk and Product to ensure alignment with business needs.

Champion a learning and quality-first culture

Embed continuous learning, feedback and coaching into everyday CX delivery.
Position quality as a driver of experience, efficiency and performance.

What we’re looking for

Proven experience in L&D / Training, ideally within a CX, contact centre or regulated environment, with exposure to quality assurance.
Strong strategic and analytical capability, linking learning and quality to performance outcomes.
Confident communicator with strong stakeholder management skills.
Experienced people leader, able to coach and develop L&D and QA teams.
Highly organised, with strong project management skills.
Comfortable operating in a fast-changing, increasingly automated environment.
Values-driven, empathetic and aligned to tombola’s player-first, responsible service ethos.

Why this role matters

This 12-month maternity cover role owns the end-to-end CX learning and quality ecosystem at tombola. Every decision you make will directly impact player experience, safety, trust and satisfaction.

You’ll have:

Strategic ownership and visibility
The opportunity to shape CX capability at scale
A key role supporting growth, efficiency and leadership pipelines
A collaborative, values-led environment where quality genuinely matters