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For Companies At a Glance
- Tasks: Lead CX training and quality initiatives to enhance customer experiences.
- Company: Join tombola, a values-driven company focused on player-first service.
- Benefits: 12-month fixed-term contract with opportunities for career growth.
- Why this job: Make a real impact on player satisfaction and team development.
- Qualifications: Experience in L&D or training, strong leadership and analytical skills.
- Other info: Collaborative environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
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.
- 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
CX Training, Development & Quality Manager in Sunderland employer: Tombola
Contact Detail:
Tombola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Training, Development & Quality Manager in Sunderland
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at tombola. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research tombola’s values and how they align with your experience in CX training and quality management. Show them you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to refine your answers. Focus on how your skills can drive meaningful outcomes for players and the business.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the tombola team.
We think you need these skills to ace CX Training, Development & Quality Manager in Sunderland
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of CX Training, Development & Quality Manager. Highlight your experience in L&D and quality assurance, and don’t forget to showcase any relevant achievements that align with tombola’s values.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your skills can contribute to enhancing the CX learning and quality ecosystem at tombola. Keep it engaging and personal!
Showcase Your Strategic Thinking: In your application, demonstrate your strategic and analytical capabilities. Share examples of how you've linked learning and quality to performance outcomes in previous roles. This will show us you understand the bigger picture!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Tombola
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the CX Training, Development & Quality Manager role. Familiarise yourself with tombola's values and how they align with customer experience. This will help you articulate how your skills and experiences can contribute to their mission.
✨Showcase Your Strategic Thinking
Prepare examples that demonstrate your strategic and analytical capabilities. Think about how you've linked learning and quality to performance outcomes in previous roles. Be ready to discuss specific metrics or KPIs you've used to measure success in L&D or QA.
✨Engage with Stakeholders
Since this role involves strong stakeholder management, come prepared with examples of how you've successfully collaborated with different teams. Highlight your communication skills and how you've built relationships to drive learning and quality initiatives.
✨Emphasise Your Leadership Style
As an experienced people leader, be ready to discuss your approach to coaching and developing teams. Share your philosophy on fostering a learning culture and how you've managed performance to maintain high standards in L&D and QA delivery.
