Bilingual Quality & Training Analyst

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 & Training Analyst for our on‑site location in Lima, Peru.

Key Responsibilities:

• Monitor and evaluate customer interactions (chatbot, human chat, email) using QA scorecards and Zendesk QA tools, ensuring objective, consistent scoring and adherence to standards, procedures, compliance, and service expectations.
• Provide constructive feedback through coaching notes, side‑by‑sides, and 1:1s; track follow‑up actions and verify performance improvement.
• Lead and document calibration sessions with Quality, Training, and Operations to align scoring criteria, reduce deltas, and strengthen evaluation consistency.
• Identify quality issues, knowledge gaps, and process deviations, recommending training, workflow updates, and operational improvements based on QA findings.
• Prepare and deliver quality performance reports, including trends, root causes, risks, and prioritized actions to support continuous improvement.
• Deliver and support training programs (onboarding, refreshers, process training), maintain training materials, conduct knowledge assessments, and connect learning outcomes to operational KPIs.
• Maintain and update knowledge assets (Zendesk KB, macros, workflows, documentation), ensuring accuracy, alignment with current processes, and effective cross‑team knowledge transfer.

Qualifications & Skills:

• Advanced or fluent English, required for communication with global Quality, Training, and Operations teams.
• At least 2 years of experience in Quality Assurance, Training, Coaching, or a hybrid role within a contact center or customer service environment.
• Experience monitoring chat and/or email interactions.
• Ability to provide clear, objective, and constructive feedback.
• Strong analytical skills, with the ability to identify trends, root causes, risks, and improvement opportunities.
• Strong documentation and communication skills.
• Experience working with QA scorecards, calibration routines, feedback processes, or training assessments.
• Ability to translate QA findings into coaching actions, refresher training, knowledge updates, and operational recommendations.
• Strong classroom management and facilitation skills.
• Ability to create simple, practical, and effective training materials.
• Data-driven mindset, with the ability to connect quality and training activities to operational KPIs.
• Ability to work on-site in Lima and support a 24/7 operation when required.

Strong Advantage:

• 100% on-site work in Lima.
• 44 hours per week in rotating shifts, with 2 rotating days off according to the schedule.
• Schedule: 9 a.m. to 18:48 p.m.
• Enrollment in the company payroll from day one, with all legally mandated benefits.
• Salary: S/ 3130
• Food allowance: S/300 per month.
• EPS coverage at 100%.
• Competitive salary within the market.