Bilingual Customer Service Quality Analyst

LLAMAPIXEL PERU; San Isidro; Presencial; PEN 36.000 - 58.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site in Lima

Payroll from day one with benefits

S/300 food allowance per month

100% EPS coverage

Market-competitive salary

Descripción de la vacante

LLAMAPIXEL PERU is seeking a bilingual Customer Service Quality Analyst for our on-site location in Lima, Peru. The role focuses on monitoring and evaluating customer interactions across chat and email to ensure objective scoring and high CX quality.

You will collaborate with QA, Ops and Training, provide coaching feedback, and help close knowledge gaps with updated macros and articles. A strong English level, 2+ years QA experience in contact centers, and Zendesk familiarity are required or

Formación

• English: Advanced/Fluent (required for communication with Global QA).
• 2+ years of experience 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, tickets, macros, views, tags, reporting exports).
• Portuguese language (nice to have).

Responsabilidades

• Monitor and evaluate interactions (ChatBot, human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.
• Monitor and evaluate interactions through 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.

Conocimientos

Quality Assurance

Analytics

Coaching

Documentation

Herramientas

Zendesk

Descripción del empleo

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Key Responsibilities

• Monitor and evaluate interactions (ChatBot, human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments .
• Monitor and evaluate interactions through 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 .

Requisitos: Qualifications & Skills

• English: Advanced/Fluent (required for communication with Global QA) .
• 2+ years of experience 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, tickets, macros, views, tags, reporting exports) ??.
• Portuguese language (nice to have) .

Beneficios Benefits

• 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 ?.
• 100% EPS coverage .
• Competitive salary within the market .

Personal Data Protection

We are committed to protecting the privacy and personal data of all individuals participating in our recruitment processes, in accordance with Peru?s Personal Data Protection Law.The information provided by candidates is used exclusively for evaluation and selection purposes and is handled with strict security and confidentiality measures. If you would like to read the Applicant Privacy Policy, you may access it here: