Bilingual Quality & Training Analyst (English/Spanish)

LLAMAPIXEL GAMING S.A.C.; San Isidro; On-site; PEN 34,000 - 41,000; Full time

Benefits offered by this job

Payroll from day one

Food allowance

EPS coverage

Job summary

LlamaPixel is seeking a Bilingual Quality & Training Analyst for our on-site location in Lima, Peru. The role focuses on monitoring interactions, coaching, calibration, and training to drive quality and performance against KPIs.

You will work with the Quality, Training, and Operations teams to ensure consistent scoring, identify gaps, and implement improvements. 100% on-site with 24/7 support as needed.

Qualifications

• Advanced or fluent English required for global communications.
• Minimum 2 years in Quality Assurance, Training, Coaching, or hybrid contact-center role.
• Experience monitoring chat and/or email interactions with QA scorecards.
• Ability to provide clear, objective feedback and coaching actions.
• Strong analytical and documentation skills.
• Experience calibrating QA scoring and training programs.

Responsibilities

• Monitor and evaluate customer interactions using QA scorecards and Zendesk QA tools.
• Provide feedback through coaching notes, side‑by‑sides, and 1:1 sessions; track follow‑ups and verify improvements.
• Lead calibration sessions with Quality, Training, and Operations to align scoring criteria.
• Identify quality issues and recommend training, workflow updates, and operational improvements.
• Prepare quality performance reports with trends, root causes, risks, and actions.
• Deliver onboarding and refresher training programs; maintain training materials and assess knowledge.
• Maintain and update knowledge assets (Zendesk KB, macros, workflows) and ensure accuracy.

Skills

English proficiency

QA experience

Training & coaching

Data analysis

Documentation & communication

QA scorecards & calibration

On-site coordination

Tools

Zendesk

QA scorecards

Zendesk KB & macros

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.

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.