About the Position

Quality in Customer Service isn't improvised—it's built with data, consistent feedback, and culture. We're looking for a Quality Analyst who wants to establish 123GO's service standards and ensure every interaction with our players is an opportunity to build trust.

This position will be responsible for monitoring and evaluating CS team interactions, identifying areas for improvement, providing structured feedback, and contributing to the team's continuous development.

We are looking for a detail-oriented, objective person committed to continuous improvement, with the ability to turn observations into concrete development actions.

What You'll Do

• Monitor and evaluate Customer Service interactions (chat, email, and other channels).
• Apply quality rubrics to objectively score agent performance.
• Identify knowledge gaps, common mistakes, and opportunities for improvement within the team.
• Provide structured feedback to agents and supervisors regularly.
• Collaborate with the CS Manager to design and update quality standards.
• Document good practices for use in training and onboarding.
• Prepare periodic quality reports with trends, findings, and recommendations.
• Support the design of training materials based on quality findings.

What We Are Looking For

• Experience in customer service quality assurance, preferably in iGaming or digital services.
• Ability to evaluate written communications and provide constructive feedback.
• Attention to detail and ability to identify patterns in high volumes of interactions.
• Good communication and writing skills in Spanish.
• Orientation toward continuous improvement and a collaborative attitude.
• Basic or intermediate English.
• Professional proficiency in Spanish.

What We Offer

• Competitive salary commensurate with experience and skills.
• Statutory benefits in accordance with Mexican labor law.
• Hybrid model with in-person support two days per week.
• Direct impact on service quality and player experience.
• Active participation in the construction of the 123GO standard of care.
• A project where every person counts and every decision matters.
• Professional development opportunities as the company continues to expand.