Bilingual Quality & Training Analyst (English/Spanish)

Llamapixel Gaming S.A.C.; Lima Metropolitana; Sur place; PEN 39 000 - 61 000; Plein temps

Avantages offerts par ce poste

Food allowance (if applicable)

EPS coverage

Payroll enrollment from day one

Résumé du poste

LlamaPixel is seeking a Bilingual Quality & Training Analyst to join our on-site team in Lima, Peru, supporting a 24/7 operation for Spanish-speaking users across Latin America. You will monitor interactions with QA scorecards and Zendesk QA tools, provide coaching, and lead calibration sessions to ensure consistent scoring and improvements.

Responsibilities include identifying quality gaps, delivering training, and preparing performance reports that drive continuous improvement.

Qualifications

• Advanced or fluent English for global team communication.
• At least 2 years in QA/Training/Coaching in a contact center or similar.
• Experience monitoring chat and/or email interactions.
• Ability to provide clear, objective, and constructive feedback.
• Strong analytical skills to identify trends, risks and improvements.
• Strong documentation and communication skills.
• Experience with QA scorecards and calibration routines.
• Ability to translate QA findings into coaching actions and training.

Responsabilités

• Monitor and evaluate customer interactions 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 calibration sessions with Quality, Training, and Operations to align scoring criteria.
• Identify quality issues and propose training, workflow updates, and improvements based on QA findings.
• Prepare and deliver quality performance reports with trends, risks, and prioritized actions.
• Deliver and support training programs, maintain materials, and connect learning outcomes to KPIs.
• Maintain and update knowledge assets (Zendesk KB, macros, workflows) for cross-team transfer.

Connaissances

Advanced English

Quality Assurance

Training & Coaching

Calibration

Data analysis

Documentation

Root cause analysis

Outils

Zendesk QA tools

Description du poste

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.
• Competitive salary.
• Food allowance: S/ 300 per month
• EPS coverage: 100%
• Competitive salary within the market.