Bilingual Quality & Training Analyst

Llamapixel Gaming S.A.C.; San Isidro; Vor Ort; PEN 36.000 - 43.000; Vollzeit

Benefits dieser Stelle

On-site in Lima

Payroll from day one with statutory 10

Food allowance

Zusammenfassung

LlamaPixel is hiring a Bilingual Quality & Training Analyst for our on-site Lima, Peru location. You will monitor customer interactions across chat, email, and chatbot, score with QA tools, and coach teams to improve service quality.

The ideal candidate has advanced or fluent English, at least two years in QA or training in a contact center, and can create practical training materials. This role requires on-site presence in Lima and supports 24/7 operations.

Qualifikationen

• Advanced or fluent English required for communication with global Quality, Training, and Operations teams.
• 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, connecting quality and training activities to KPIs.
• On-site Lima work capability; 24/7 support when required.

Aufgaben

• Monitor and evaluate customer interactions (chatbot, human chat, email) using QA scorecards and Zendesk QA tools.
• Provide constructive feedback through coaching notes, side-by-sides, and 1:1 sessions; track follow-up actions and verify performance improvement.
• Lead calibration sessions with Quality, Training, and Operations to align scoring criteria and strengthen evaluation consistency.
• Identify quality issues, knowledge gaps, and process deviations; recommend training and operational improvements.
• Prepare and deliver quality performance reports including trends, root causes, risks, and prioritized actions.
• Deliver and support training programs (onboarding, refreshers, process training) and maintain training materials.
• Maintain and update knowledge assets (Zendesk KB, macros, workflows, documentation) and ensure cross-team knowledge transfer.

Kenntnisse

Advanced English

Portuguese (desirable)

Jobbeschreibung

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 and consistent scoring aligned with standards, procedures, compliance, and service expectations.
• Provide constructive feedback through coaching notes, side-by-sides, and 1:1 sessions; 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.
• Desirable (not mandatory): Portuguese language skills.

Strong Advantage

• 100% on-site work in Lima.
• Shift: 13:00 - 22:48, with an average of 4 days per month starting at 15:00 - 22:48 to support night-shift coverage.
• Enrollment in company payroll from day one, with all legally mandated benefits.
• Salary: S/ 3,353
• Food allowance: S/ 300 per month
• EPS coverage: 100%
• Competitive salary within the market.