Quality Analyst — Customer Service

About the position

Customer Service quality is not improvised — it is built with data, consistent feedback, and culture. We are looking for a Quality Analyst who wants to establish the service standards of 123GO and ensure that every interaction with our players is an opportunity to build trust.

This position will be responsible for monitoring and evaluating the CS team's 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 with a focus on continuous improvement, capable of turning observations into concrete development actions.

What you will do

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

What we are looking for

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

What we offer

• Competitive salary based on experience and skills.
• Legal benefits in accordance with Mexican labor legislation.
• Hybrid model with in-person assistance two days a week.
• Direct impact on the quality of service and the player experience.
• Active participation in the construction of the 123GO care standard.
• A project where every person counts and every decision matters.
• Opportunities for professional development as the company continues to expand.