Senior Quality Control Analyst (Customer Service)

Job Summary

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.

Key Responsibilities

Quality Assurance

• 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.

Training & Development

• 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.

What We’re Looking For

• 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.