Bilingual Quality & Training Analyst (English/Spanish)

UTP; Lima Metropolitana; On-site; PEN 60,000 - 90,000; Full time

Benefits offered by this job

On-site in Lima

Night shift coverage (as needed)

Payroll enrollment from day one

Competitive salary

Food allowance: S/ 300 per month

EPS coverage 100%

Job summary

LlamaPixel, a company delivering 24/7 Spanish-speaking support across Latin America, seeks a Bilingual Quality & Training Analyst for its on-site location in Lima, Peru.

You will monitor interactions, coach teams, run calibration sessions, and develop training materials, linking QA findings to operational KPIs to drive continuous improvement in a dynamic, collaborative, and technology-driven environment.

Qualifications

• Advanced or fluent English for communication with global teams.
• At least 2 years of experience in Quality Assurance, Training, Coaching, or a hybrid role in a contact center or customer service.
• 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.
• Ability to create simple, practical training materials.
• Data-driven mindset linking quality/training to KPIs.
• On-site work in Lima; 24/7 operations support as needed.
• Desirable: Portuguese language skills.

Responsibilities

• 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.
• Lead and document calibration sessions with Quality, Training, and Operations to align scoring criteria.
• Identify quality issues and process deviations; recommend training and operational improvements.
• Prepare and deliver quality performance reports with trends, root causes, risks, and actions.
• Deliver and support training programs (onboarding, refreshers, process training) and maintain training materials.
• Maintain and update knowledge assets (Zendesk KB, macros, workflows) ensuring accuracy.

Skills

Advanced English

2+ years QA/Training

Feedback & coaching

Calibration & QA scorecards

Data analysis

Documentation

Knowledge transfer

On-site in Lima

Portuguese (desirable)

Tools

Zendesk QA tools

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 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.

Requisitos

Qualifications & Skills

• Advanced or fluent English 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 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: Portuguese language skills (not mandatory).

Beneficios

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.

• Competitive salary

• Food allowance: S/ 300 per month

• EPS coverage: 100%

• 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 is used exclusively for evaluation and selection purposes and is handled with strict security and confidentiality measures.

Applicant Privacy Policy: https://docs.google.com/document/d/1pDnsrslM73137WdcnfJJpNT-a76kaGBV/edit?usp=drive_link&ouid=105452786369524995446&rtpof=true&sd=true