Job Description

CX Training, Development & Quality Manager

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Location:

Sunderland (Hybrid - HQ)

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About the role

We're looking for a

CX Training, Development & Quality Manager

to lead how learning, capability and quality come to life across tombola's 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.


You'll work across

Customer Support, Safeplay, Risk, Player Relations, Chat Moderation and more

, ensuring learning, quality insight and performance are tightly aligned and drive real outcomes for players and the business.

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What you'll be doing

Own the CX L&D strategy and roadmap

Design and maintain a

multi-phase learning roadmap

aligned to tombola's values, compliance requirements, operational priorities and long-term growth plans. Use QA insight, performance data and business strategy to shape learning priorities.

Identify training needs and forecast capability

Analyse service metrics, QA findings, feedback and stakeholder insight to identify

capability gaps and emerging needs

across CX. Proactively plan learning and development 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 delivery methods: workshops, virtual classrooms, e-learning, coaching and peer learning. Ensure learning directly addresses quality trends and performance gaps highlighted through QA.

Lead and grow the L&D and Quality teams

Line manage and develop

CX Learning Advisors and Quality Analysts

. Set clear objectives, manage performance, and ensure high standards across learning delivery and quality assurance. Scale learning and QA capability in line with CX growth.

Own QA governance and insight

Oversee QA frameworks, scoring methodologies, calibration and governance across Customer Support and Chat. Build a strong bank of

thematic quality and efficiency insights

to inform learning, operations and continuous improvement.

Measure impact and drive improvement

Define and track KPIs such as onboarding speed, AHT, resolution quality, compliance adherence, player satisfaction and service consistency. Report insights and

commercial impact

to senior leadership and iterate programmes based on outcomes.

Support career development and succession

Build structured learning and progression 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, Ops, HR/People, Compliance, Safeplay/Risk and Product to ensure learning and quality remain aligned to business needs.

Champion a learning and quality-first culture

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

experience, efficiency and commercial performance

.
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What we're looking for

Proven experience in

L&D / Training

, ideally within a

contact centre, CX or regulated environment

, with exposure to quality assurance or operational improvement. Strong

strategic and analytical capability

, able to link learning and quality to business goals and performance outcomes. Confident communicator with excellent

stakeholder management

skills at all levels. Experienced people leader, able to

coach, develop and motivate

L&D and QA teams. Highly organised with strong

project management and governance

skills. Comfortable operating in a

fast-changing, increasingly automated environment

. Strongly

values-driven

, with empathy and alignment to tombola's

player-first, responsible service ethos

.
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Why this role matters

This 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 chance to shape CX capability at scale A key role in supporting future growth, efficiency and leadership pipelines * A collaborative, values-led environment where quality truly matters