Bilingual Quality Analyst Customer Service

LlamaPixel is a company that provides top‑tier 24/7 support to Spanish‑speaking users across Latin America, within a dynamic, collaborative, and technology‑driven environment.

We are looking for a Bilingual Quality Analyst for our on‑site location in Lima, Peru.

Key Responsibilities:

• Monitor and evaluate interactions (ChatBoT, Human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.
• Monitor and evaluate interactions (ChatBoT, Human chat/email) by our Zendesk QA module integrated with the ticket system.
• Provide constructive feedback to agents and Supervisors through side-by-sides, 1:1s, and written coaching notes; track follow-up actions and outcomes.
• Conduct calibration sessions with QA Global/Operations/Training to align scoring standards; document deltas and decisions.
• Identify knowledge gaps for training; propose updates to macros, knowledge-base articles, and workflows; support refresher sessions.
• Prepare quality performance reports (Chatbot, agent, team, campaign) including trends, root causes, and prioritized actions.
• Collaborate on quality standard review—maintain scorecards, definitions, and sampling methodology; recommend improvements based on data.
• Support a culture of continuous improvement by surfacing insights and running small experiments tied to CX, FCR, and compliance outcomes.

Qualifications & Skills:

• English: Advanced/Fluent (required to talk with global QA).
• 2+ years in Quality Assurance within contact centers (chat/email required).
• Strong analytical and documentation skills; ability to translate findings into coaching actions and training inputs.
• Experience with QA scorecards, calibration routines, and dispute management.
• Experience in iGaming.
• Experience working with BPO operations and managing cross-company workflows.
• Knowledge of Zendesk (QA module and tickets, macros, views, tags, reporting exports).
• Portuguese language.

Strong Advantage:

• 100% on-site work in Lima.
• Enrollment in the company payroll from day one, with all legally mandated benefits.
• Food allowance: S/300 per month.
• EPS coverage at 100%.
• Competitive salary within the market.