Senior Quality Control Analyst (Customer Service) at Super… · Brazil

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day. As a Senior Quality Control Analyst (Customer Service), you will support and elevate quality standards across Super's Customer Engagement operation in Brazil, overseeing quality performance across both our outsourced BPO partner and internal support channels. This is a mixed role combining quality assurance, coaching, and training support — you will 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.

What the role involves

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
• Analyse 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 customer service quality standards remain aligned with company expectations, regulatory requirements, 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 required
• Partner with operations and leadership teams to reinforce key processes, behavioural 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 are looking for

• Proven experience in Quality Assurance within customer service, customer engagement, or contact centre 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
• Experience designing training materials and/or facilitating training sessions
• 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
• Intermediate to advanced English proficiency

Nice to have

• Experience with customer service platforms such as Zendesk or similar tools

What we offer

• Medical / Health Insurance
• Open Annual Leave
• Employee Assistance Programme
• Training & Learning Development

Additional benefits vary by country and will be shared during the hiring process.

About Super

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.

Shaping the Future of Play

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: http://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.