Bilingual Quality Analyst Customer Service

Llamapixel Gaming S.A.C.; Lima Metropolitana; Presencial; PEN 20.000 - 30.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Food allowance: S/300 per month

EPS coverage at 100%

Enrollment in payroll from day one

Descripción de la vacante

Llamapixel Gaming S.A.C. is seeking a Bilingual Quality Analyst for their on-site location in Lima, Peru. The ideal candidate will monitor interactions, evaluate quality using scorecards, and provide constructive feedback to agents.

With 2+ years of experience in Quality Assurance and strong analytical skills, the role involves collaboration with global QA while ensuring adherence to standards and continuous improvement. Benefits include food allowance and legal coverage from day one.

Formación

• 2+ years in Quality Assurance within contact centers (chat/email required).
• Strong analytical skills to translate findings into actions.
• Experience with QA scorecards and dispute management.

Responsabilidades

• Monitor and evaluate interactions using approved scorecards.
• Provide feedback to agents through coaching notes.
• Identify knowledge gaps for training and propose updates.

Conocimientos

English: Advanced/Fluent

2+ years in Quality Assurance

Strong analytical and documentation skills

Experience with QA scorecards

Experience in iGaming

Knowledge of Zendesk

Portuguese language

Descripción del empleo

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‑side, 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.
• 44 hours per week in rotating shifts, with 2 rotating days off according to the schedule.
• 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.