Senior Quality Control Analyst (Customer Service)

Superbet is looking for a Senior Quality Control Analyst (Customer Service) to support and elevate quality standards across our Customer Engagement operation in Brazil. This role will play a key part in overseeing quality performance across both our outsourced partner (BPO) and internal support channels, helping ensure consistent service standards, strong customer experience, and operational alignment.

In addition to the senior QA responsibilities, this role will also have an important training component. The ideal candidate will be able to identify quality gaps, translate them into practical learning opportunities, and support the development and delivery of training materials and sessions for both internal teams and external partners.

This is a mixed role for someone comfortable working across quality assurance, coaching, training support, and continuous service improvement.

• Oversee quality assurance activities across Customer Engagement operations, including both internal teams and outsourced BPO teams.
• Monitor customer interactions across different channels to ensure compliance with internal standards, tone of voice, procedures, and customer experience expectations.
• Conduct regular quality reviews, audits, and calibration sessions to maintain consistent evaluation standards.
• Analyze QA findings and identify recurring trends, performance gaps, and areas of operational risk.
• Work closely with operational leaders and partner teams to improve quality performance and drive accountability.
• Support the definition, maintenance, and improvement of QA frameworks, scorecards, and evaluation criteria.
• Track and report quality results, providing clear insights and recommendations to stakeholders.
• Help ensure that customer service quality standards remain aligned with company expectations, regulatory needs, and business priorities.

• Identify training needs based on QA findings, operational trends, and performance gaps.
• Support the creation, review, and continuous improvement of training materials, knowledge content, and learning resources.
• Deliver training sessions, refreshers, and coaching initiatives for both BPO and internal teams when needed.
• Partner with operations and leadership teams to reinforce key processes, behavioral expectations, and service standards.
• Support onboarding and upskilling initiatives by ensuring training content reflects current procedures and customer needs.
• Help build a stronger quality culture by connecting QA insights with practical development actions.

• Proven experience in Quality Assurance within customer service, customer engagement, or contact center environments.
• Senior-level ability to oversee QA routines, interpret performance trends, and influence improvements across teams.
• Experience working with BPO operations and an understanding of outsourced partner governance is strongly preferred.
• Experience designing training materials and/or facilitating training sessions is highly valued.
• Strong analytical skills, with the ability to turn findings into clear actions and recommendations.
• Excellent communication and stakeholder management skills.
• Comfortable working across multiple channels and collaborating with both internal and external teams.
• Experience with customer service platforms such as Zendesk or similar tools is a plus.
• Intermediate to advanced English proficiency.

We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide.

Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers 

Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).

At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.