Bilingual Quality Analyst Customer Service

Llamapixel Gaming S.A.C.; Lima Metropolitana; On-site; PEN 42,000 - 62,000; Full time

Job summary

Llamapixel Gaming S.A.C. in Lima, Peru is seeking a Bilingual Quality Analyst to join our on-site CX team. You will monitor and evaluate chat and email interactions, provide actionable feedback, and support calibration sessions.

The role focuses on improving customer satisfaction, fast issue resolution, and maintaining high standards across our Zendesk workflow, knowledge base, and training materials.

Qualifications

• Experience in QA for customer service or CX environments.
• Fluency in English and Spanish.
• Familiar with Zendesk or similar ticketing systems.

Responsibilities

• Monitor and evaluate interactions (chat/email) using approved scorecards; ensure objective scoring and actionable comments.
• Provide constructive feedback to agents and supervisors through side-by-sides and coaching notes.
• Conduct calibration sessions with QA/Operations/Training to align scoring standards.
• Identify knowledge gaps for training; propose updates to macros, articles, and workflows.
• Prepare quality performance reports including trends, root causes, and actions.
• Collaborate on quality standard reviews and maintain sampling methodology.

Skills

Bilingual (EN/ES)

Quality assurance

Analytics

Feedback delivery

Tools

Zendesk

Job description

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 .

Bilingual Quality Analyst Customer Service San Isidro, Lima, Peru