Customer Care | Senior QA Analyst (Spanish Speaking)

Join Novibet as a Customer Care | Senior QA Analyst (Spanish Speaking)

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for quality assurance 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 Customer Care | Senior QA Analyst (Spanish Speaking) at Novibet, you will act as the QA POC for LATAM, owning regional quality performance and driving consistency, measurement, and improvement through evaluations, calibrations, analysis, and reporting.

What you will work on

• Serve as the primary QA Point of Contact for LATAM, ensuring alignment with global Quality and Customer Excellence standards.
• Own regional quality performance through evaluations, spot checks, calibrations, and consistent scorecard application.
• Provide actionable quality insights, feedback, and performance trends to agents, QA, Team Leaders, and Managers.
• Lead monthly LATAM QA reporting, including quality scores, compliance metrics, trend analysis, and root-cause insights.
• Analyze recurring defects and systemic gaps, presenting data-driven recommendations to management.
• Drive continuous improvement by partnering with Operations, Training, and Knowledge Management on action plans and learning needs.
• Represent QA in cross-functional initiatives, ensuring quality readiness, accurate framework updates, and alignment during launches and changes.

What you bring

• Fluent in Spanish and English (mandatory); Portuguese is a strong plus.
• Minimum 2 years of QA experience in Customer Support / Contact Center environments.
• Proven experience in quality evaluations, coaching, calibration, and compliance.
• Strong analytical and reporting skills (Excel, Google Sheets) with the ability to turn data into insights.
• Excellent written and verbal communication skills.
• Highly organized, able to work independently, manage multiple priorities, and meet deadlines.
• 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
• 🧑‍⚕️Health insurance:  Group health & medical insurance package
• 💻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
• 🏋️‍♂️Gym: Free access to our gym to keep you energized

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.