Bilingual Quality & Training Analyst (English/Spanish)

LLAMAPIXEL PERU; San Isidro; On-site; PEN 34,000 - 41,000; Full time

Benefits offered by this job

Salary: S/ 3,353 per month

Food allowance: S/ 300 per month

EPS coverage: 100%

Payroll from day one

On-site work in Lima

Job summary

LlamaPixel is seeking a Bilingual Quality & Training Analyst for on-site work in Lima, Peru. Join a 24/7 operation delivering top-tier support to Spanish-speaking users and collaborate with cross-functional teams to ensure quality standards.

The role focuses on monitoring interactions, coaching, calibration, and continuous improvement, with responsibilities spanning QA, training delivery, and knowledge management. Fluency in English is required, and on-site presence in Lima is essential.

Qualifications

• Advanced or fluent English required for coordination with global teams.
• 2+ years in QA, training, coaching or similar hybrid role.
• Experience monitoring chat and/or email interactions.
• Ability to give clear, objective feedback and track improvements.
• Strong analytical and documentation skills.

Responsibilities

• Monitor and evaluate customer interactions using QA scorecards and Zendesk tools.
• Provide feedback via 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 training gaps; recommend improvements based on QA findings.
• Prepare quality reports with trends, root causes, risks, and prioritized actions.
• Deliver training programs (onboarding, refreshers) and maintain learning materials.
• Maintain knowledge assets (Zendesk KB, macros, workflows) and ensure cross-team transfer.

Skills

English proficiency

Quality Assurance

Training/Coaching

Analytical skills

Documentation

QA scorecards

Calibration routines

Communication

Data-driven mindset

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.