Team Lead - Sportsbook QA

Key Responsibilities

• Own the team's daily QA cadence, ensuring comprehensive checklists and real-time surveillance of sportsbook functionality and content accuracy are executed consistently across all betting markets.
• Quality-check the team's output and lead by example on the most complex or highest-impact reviews, including bet placement, promo activation, and app navigation flows.
• Drive proactive pattern recognition across the team, connecting recurring problems into systemic issues and turning them into process improvements.
• Ensure surveillance is scaled up during major sporting events and tentpole windows, and coordinate post-release monitoring for new features and updates.
• Verify implementation of the Planning team's content strategies, and support analysts in challenging content plans constructively when a customer-experience or strategy conflict arises, backed by real-time data.
• Confirm all offered betting products are compliant and within regulatory requirements, maintaining a high level of quality and consistency across platforms.

Leadership & People Development

• Lead, coach, and supervise a team of QA Analysts, fostering high performance and a culture of continuous improvement.
• Conduct regular 1-2-1s with direct reports, ensuring individual KPIs and team objectives are being met.
• Own the team's shift schedule, ensuring appropriate QA coverage across the surveillance window and around key sporting events.
• Support the onboarding of new analysts and help deliver ongoing training and upskilling across the team.
• Maintain and circulate team reporting and KPIs, giving the Manager and wider business clear visibility of issue volume, resolution times, and team performance, and surfacing trends, risks, and opportunities.
• Lead by example, presenting new ideas while maintaining the highest standards across current processes and daily performance.

Documentation, Escalation & Communication

• Oversee detailed daily QA reporting with clear issue prioritization and customer-impact assessment.
• Escalate critical, customer-impacting issues to the appropriate teams immediately, and act as a key point of contact on shift.
• Provide clear, actionable feedback to Trading, Product Operations, Content Operations, Event Control, Planning, Product, CRM, Marketing, and Promo, along with internal stakeholders.
• Ensure accurate records of identified issues, resolutions, and resolution times are maintained, and support incident channel verification and sign-off processes.
• Collaborate effectively across teams in a fast-paced, deadline-driven environment.