Quality Assurance Analyst

Be part of Betfred's next chapter. At Betfred, we’re proud of where we’ve come from – a strong retail heritage, an expanding digital footprint, and a foundation built on resilience, independence, and a deep connection to our customers. As we accelerate our growth and reimagine what excellence looks like in the gambling industry, we’re evolving how we operate — smarter systems, sharper performance, and an unwavering commitment to quality in everything we do. That’s where you come in.

We’re looking for a Quality Assurance Analyst to help uphold and enhance the standards that define Betfred. Reporting to the Quality Assurance Manager, you’ll play a key role in ensuring our operational processes are effective, compliant, and consistently aligned with our customer-first principles.

The Quality Assurance Analyst (QA) plays a key role in maintaining and enhancing quality standards across customer interactions and compliance activities — including Safer Gambling, Customer Due Diligence (CDD), Customer Service, and Complaints handling. You’ll support the delivery and continuous improvement of a robust QA framework that ensures consistency, regulatory compliance, and excellent customer outcomes.

Working closely with colleagues in Compliance Operations, Customer Service, Training and Knowledge Base, and Process Excellence, you’ll help embed a culture of quality, through actionable insight, effective feedback, and accurate reporting. Your work will directly contribute to protecting customers, ensuring fair treatment, and maintaining confidence in the business’s operational standards and regulatory compliance.

What you will do:

• Work with Compliance Operations and Customer Service Team Managers to ensure the required volume of QA checks are completed, covering Safer Gambling, CDD reviews and interactions, Customer Service contacts, and Complaints handling.
• Support the creation, enhancement, and delivery of a robust QA plan, ensuring the structure and approach to Quality Assessment across the operation is consistent and effective.
• Establish and maintain strong relationships with key stakeholders across Compliance, Customer Operations, and supporting teams to enable collaboration and meaningful feedback.
• Track, monitor, and report on actions and recommendations arising from QA activity, ensuring owners complete them effectively and on time.
• Ensure all QA assessments and records are completed accurately, consistently, and within agreed timeframes.
• Provide stakeholders with clear and insightful QA reporting, highlighting key findings, recommendations, and overall adherence to internal standards and the wider regulatory environment.
• Collaborate with the Training and Knowledge Base Manager to identify training needs and support the delivery of new or refresher training.
• Produce monthly QA Management Information (MI) where requested, for submission to relevant forums, committees, and governance meetings.
• Identify, assess, and escalate any compliance, conduct, or operational risks in a timely and appropriate manner.
• Maintain an up-to-date understanding of relevant regulatory requirements, including data protection, anti-money laundering (AML), safer gambling, complaints handling, and customer contact regulations.
• Maintain strong knowledge of internal policies, procedures, and controls, ensuring QA assessments are carried out with a compliance-first approach.
• Contribute to a culture of continuous improvement by identifying recurring issues, recommending process enhancements, and supporting change initiatives.

What you will bring:

• Experience in Quality Assurance, Compliance Monitoring, or Operational Quality roles, ideally within a regulated or customer-centric environment.
• Knowledge of Safer Gambling, Customer Due Diligence (CDD), and Customer Service quality standards.
• Understanding of complaints handling processes and associated regulatory or customer experience requirements.
• Exceptional attention to detail with strong analytical and problem-solving skills.
• Skilled communicator with the ability to provide clear, objective, and constructive feedback to drive improvement.
• Strong organisational skills and the ability to manage multiple priorities and deadlines.
• Competent in using data and reporting tools to produce and interpret QA MI.
• Proactive and collaborative mindset, with a genuine passion for quality, compliance, and customer experience.

Why join us now?

This is a rare opportunity to be part of a major transformation at one of the UK’s most recognisable betting brands. At Betfred, you’ll join a team that’s building for the future – investing in its people, its technology, and its commitment to doing things better, every day. If you’re ready to make a difference, we’re ready to welcome you. Join us. Help us define what’s next – and be proud of the impact you will make.