Quality Assurance Manager

Job Purpose: The Quality Assurance Manager owns the quality standards and assurance framework across all operational units within scope: Player Protection, Fraud & Payments, Customer Services & Bingo Chat Hosting, Digital Ops, and High Value & Rewards. They translate customer, commercial and regulatory expectations into measurable quality standards, ensure those standards are applied consistently through calibrated assessment, and convert QA insight into actionable improvement in partnership with Training, WFM, and Data & Insight. The role serves as the early-warning system for regulatory, customer harm, and operational risk, and as the custodian of the customer and agent voice. Main Accountabilities & Responsibilities: Quality Standards Design and Ownership. Define, document, and maintain the quality standards governing interactions and case handling across all operational units in scope, in partnership with the unit Heads of.  Ensure standards reflect regulatory obligations including Safer Gambling, AML, and customer vulnerability requirements, brand expectations across all brands, and commercial outcomes. QA Framework Build and Maintenance. Build and maintain the end-to-end QA framework including scorecards, sampling methodology, weighting, scoring guidance, dispute and appeal process, and governance documentation. Ensure the framework is fit for purpose across voice, chat, case, and back-office work types, and is auditable for internal and external scrutiny. Lead deliberate, scheduled review cycles to ensure the framework continues to measure what matters rather than what is easy to measure. Assessment Methodology Evolution. Shape how assessment happens. Define sampling strategy including targeted risk-based sampling, auto-fail criteria, and coverage on regulatory checkpoints. Specify and integrate speech and text analytics, AI-assisted scoring, and other coverage technologies. Calibration Leadership. Lead calibration forums across the operational units. Set the cadence, chair sessions, manage the calibration sample, document outcomes, and track inter-rater reliability over time. Use calibration outputs to refine scoring guidance, retrain assessors, and recommend changes to standards where ambiguity is the root cause of variance. Maintain a full audit trail of standard changes and the evidence base behind them. Enablement Loop Contribution. Feed QA insight into the wider Enablement Loop so that Training addresses capability gaps, WFM addresses volume and scheduling pressures contributing to quality drops, and Data & Insight prioritises further analysis. Track and report insight-to-action rate on QA-originated recommendations. Deviation Reporting and Insight. Produce decision-grade QA performance reporting at agent, team, and unit level. Identify systemic deviations from standard, segment by root cause, and surface trends early. Voice of the Customer and Voice of the Agent. Surface what customers are actually experiencing and what agents are struggling with, drawing on the qualitative dataset that QA uniquely sits on. Identify emerging complaint drivers, product or journey friction, and capability or process gaps before they materialise in CSAT, complaints, or attrition data. Regulatory and Risk Early Warning. Operate as the early-warning system for Safer Gambling failures, AML red flags being missed, and vulnerability indicators not being acted on. Ensure regulatory checkpoints are protected within the framework and given appropriate weighting. Coaching Enablement. Own the handoff from QA into coaching. Ensure team leaders receive QA outputs in a format they can coach from, that coaching activity is captured, and that the loop is closed by measuring whether coaching is changing behaviour. Work with Training to address systemic capability gaps that coaching alone cannot solve. Operational Stakeholder Liaison. Act as the primary QA point of contact for the Heads of operational units. Hold regular performance reviews with each Head, agree improvement priorities, and ensure QA insight is being acted on. Translate operational concerns back into the QA roadmap. Team Leadership and Capability Building. Lead, develop, and performance manage the Quality Analyst team. Set individual objectives tied to assessment volume, calibration accuracy, insight quality, and stakeholder feedback. What’s needed for success – Experience & Qualifications: Essential 3+ years’ experience leading a QA function in a multi-channel contact centre environment. Demonstrable track record of building, overhauling, or materially evolving a QA framework end to end. Direct accountability for managing and developing a team of quality analysts. Experience working in close partnership with Data, Training, and WFM functions to drive operational improvement. Experience presenting QA insight credibly at senior operational leadership level and influencing decisions as a result. Desirable Experience in the gambling and or another consumer-facing regulated industry such as financial services, insurance, telecoms, or utilities. Direct exposure to LCCP, Safer Gambling Code, AML obligations, or equivalent regulatory regimes. Experience integrating speech analytics, text analytics, or AI-assisted scoring into a QA operation. Skills Familiarity with continuous improvement methodologies such as Lean continuous improvement to service environments. Familiarity with adult learning principles and coaching frameworks sufficient to partner effectively with Training. Working knowledge of complaint root cause methodologies. Confident with BI and visualisation tooling sufficient to specify reporting requirements and interrogate outputs. Sharp analytical judgement, able to distinguish signal from noise and root cause from symptom. Direct, evidence-led communication, while remaining a credible partner. Strong written reporting craft; able to produce decision-grade outputs. Confident facilitator, particularly in calibration settings where disagreement must be surfaced and resolved constructively. Capable people leader who builds capability deliberately and holds clear standards. Commercially literate, able to frame quality in business terms. Working knowledge of speech and text analytics platforms.