CX Learning & Quality Manager — Strategic Training Leader

Tombola Ltd; Sunderland; Hybrid; GBP 50,000 - GBP 70,000; Full time

Job summary

A leading gaming company is seeking a CX Training, Development & Quality Manager in Sunderland. This strategic role involves overseeing the CX Learning and Development strategy, ensuring teams are equipped to deliver high-quality service. Responsibilities include identifying training needs, designing engaging programs, and managing quality assurance. Candidates should have proven experience in L&D, strong stakeholder management skills, and the ability to lead in a fast-paced environment. The position is hybrid, offering flexibility for work-life balance.

Qualifications

• Proven experience in L&D/Training, ideally in a contact center or CX environment.
• Strong analytical capability linking learning and quality to business performance.
• Comfortable leading L&D and QA teams in a fast-changing environment.

Responsibilities

• Own the CX L&D strategy and roadmap.
• Design and deliver impactful learning programmes.
• Lead and grow the L&D and Quality teams.
• Measure impact and drive improvement.
• Champion a learning and quality-first culture.

Skills

L&D / Training

Strategic capability

Stakeholder management

Project management

People leadership

Job description

A leading gaming company is seeking a CX Training, Development & Quality Manager in Sunderland. This strategic role involves overseeing the CX Learning and Development strategy, ensuring teams are equipped to deliver high-quality service. Responsibilities include identifying training needs, designing engaging programs, and managing quality assurance. Candidates should have proven experience in L&D, strong stakeholder management skills, and the ability to lead in a fast-paced environment. The position is hybrid, offering flexibility for work-life balance.