Contacts Excellence Associate QA (Mexico)

About the role

Join Novibet as a Contacts Excellence Associate (QA) and Drive Global Growth! Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for customer service and thrive in a fast-paced environment, this could be the right opportunity for you. Who We Are Founded in 2010, Novibet is an established GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base. Why Novibet At Novibet, you are empowered to excel, prioritising growth through listening and learning as part of a group of forward-thinkers and doers continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive. Join us, and you will be part of a team of over 1,200 people worldwide that values collaboration, innovation, and personal growth. What We are looking for As a Contacts Excellence Associate (QA) at Novibet, your goal is to support quality processes across the team. You'll be responsible for ensuring that professionalism, productivity, and quality are maintained and continually improved throughout in a way that our customers always get similarly excellent treatment. What you will work on Conduct quality evaluations of Spanish-speaking customer interactions, ensuring adherence to company policies, compliance standards, and customer service guidelines. Apply the official QA scorecard accurately and consistently across assigned evaluations. Provide structured and constructive feedback to agents to support performance improvement. Participate in calibration sessions to ensure scoring alignment and consistency within the QA team. Identify recurring quality gaps, behavioral patterns, and potential compliance risks, escalating findings when necessary. Contribute to QA reporting by supporting data collection, defect tracking, and trend identification. Collaborate with Team Leaders, Training, and Knowledge Management by highlighting knowledge gaps and improvement opportunities. Meet assigned QA productivity, quality, and departmental targets in line with team objectives. Maintain professionalism, neutrality, and confidentiality when handling customer interactions. What you bring Fluent Spanish and good command of English. Strong performance record in your current role (attendance, quality, compliance). Excellent attention to detail and ability to objectively assess interactions. Analytical mindset with the ability to identify patterns and recurring issues. Strong written communication skills, particularly in delivering clear and constructive feedback. Ability to remain impartial and professional when evaluating. Good organizational skills and ability to manage workload effectively. Willingness to learn QA frameworks, scoring methodologies, and reporting tools. Comfortable in fast-paced environments; collaborative, analytical, and committed to continuous learning and improvement. What we offer We truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here's how we make that happen: 💰Competitive Compensation: Attractive salary and bonus scheme 💻Top-Notch Equipment: All the tools you need for your role 🚀Career Growth: Focused career development, performance management, and training opportunities 🌍Inclusive Environment: A welcoming, international, and multicultural team 🎉Engaging Activities: Exciting events, sports, and team-building activities At Novibet we value diversity and are committed to an inclusive and equitable workplace. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, are made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, disability or chronic disease, age, ancestry or place of origin.