Bilingual Quality & Training Analyst

LLAMAPIXEL GAMING S.A.C.; Lima Metropolitana; On-site; PEN 37,000 - 45,000; Full time

Benefits offered by this job

On-site in Lima

Job summary

LlamaPixel Gaming S.A.C. is seeking a Bilingual Quality & Training Analyst for an on-site role in Lima, Peru. You will monitor customer interactions, provide coaching, and lead calibration sessions to ensure consistent QA across channels.

Responsibilities include developing training programs, updating knowledge assets, and delivering reports connecting quality to KPIs. English proficiency is essential for global collaboration, and the position supports a 24/7 operation on-site in Lima.

Qualifications

• Advanced or fluent English required for global collaboration.
• At least 2 years 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 to identify trends, root causes, risks, and improvement opportunities.
• Strong documentation and communication skills.
• Experience 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.
• Data-driven mindset, connecting quality and training to operational KPIs.
• Willingness to work on-site in Lima and support a 24/7 operation when required.

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.

Skills

English advanced

Quality Assurance

Training & Coaching

QA scorecards

Calibration routines

Analytics

Documentation

Training materials

On-site Lima

Data-driven

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 & 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.
• Schedule: 9 a.m. to 18:48 p.m.
• Enrollment in the company payroll from day one, with all legally mandated benefits.
• Salary: S/ 3353
• Food allowance: S/300 per month.
• EPS coverage at 100%.
• Competitive salary within the market.