Training, Development and Quality Manager

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

CX Training, Development & Quality Manager

📍 Location: Sunderland (Hybrid – HQ)

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.

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.

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.

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