It’s an exciting time to join us! We’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
As a Senior Quality Assurance Specialist, you will play a key role in ensuring a high-quality, consistent, and customer-focused support experience. You will assess customer interactions, identify opportunities for improvement, and collaborate closely with Support and Operations teams to continuously elevate service standard.
What you'll be doing:
- Review and evaluate customer support interactions (chat, email, phone, tickets) against quality standards, policies, and KPIs
- Provide clear, actionable feedback to Customer Support agents and team leads
- Identify trends, gaps, and root causes in customer experience and agent performance
- Support coaching and training initiatives by sharing insights and best practices
- Maintain and continuously improve QA frameworks, scorecards, and evaluation criteria
- Track quality metrics and prepare regular performance and insight reports
- Partner with Operations, Product, and Compliance teams to ensure alignment with processes and regulations
- Contribute to continuous improvement initiatives to enhance customer satisfaction and efficiency
We're looking for someone with:
- Proven experience designing and scaling QA frameworks in a customer support environment
- 2+ years of experience in Customer Support QA, CX, or a related senior quality role
- Strong analytical mindset with the ability to turn insights into actionable improvementsIs naturally inquisitive and alert to irregular activity;
- Excellent communication and stakeholder management skills
- Proves good written and spoken English;
- Strong knowledge of CX metrics (CSAT, NPS, FCR, QA scores)
- Hands-on experience with CRM and QA tools (e.g. Zendesk, Salesforce, Playvox, MaestroQA)
- Experience in regulated or high-risk environments is a strong plus
Nice to Have
- Experience leading or mentoring other QA specialists
- Exposure to automation, AI, or speech/text analytics in QA
- Background in iGaming, fintech, or other fast-paced, regulated industries
About us
We are a global technology company dedicated to building the future of entertainment and fan-centric experiences.
With commercial markets in Brazil, Belgium, Poland, Romania, and Serbia, our company has evolved from a leading sports betting and gaming operator into a diversified product and tech organization, gathering more than 5,000 dedicated people across our teams.
Shaping the future of play
At Super, we are creating a unique entertainment ecosystem engaging millions of customers worldwide. Our product and technology teams in Amsterdam (the Netherlands), Madrid (Spain), Zagreb (Croatia), London (UK), and Bucharest (Romania) are building the playstack that will champion the future of play.
Our ambitious growth strategy focuses on expanding across Europe and Latin America while delivering immersive customer experiences and creating lasting value for our customers, partners, and communities.
Global recognition and standards
The company’s long-term strategy is supported by world-class investors. In 2019, Blackstone, the world’s largest alternative asset manager, made a strategic minority investment of €175 million. In 2025, we strengthened our financial position through a €1.3 billion refinancing agreement, reinforcing our partnership with Blackstone and enabling accelerated global expansion.
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).
Top Skills
Superbet Camden, England Office
38 Warren Street, Bloomsbury, Camden, United Kingdom, W1T 5LA
Superbet London, England Office
111 Buckingham Palace Road, 4th Floor, London, United Kingdom, SW1W 0SR
