Bilingual Quality & Training Analyst (English/Spanish)

Llamapixel Gaming S.A.C.; San Isidro; Sur place; PEN 34 000 - 41 000; Plein temps

Avantages offerts par ce poste

On-site in Lima

Night-shift coverage support

Payroll from day one with benefits

Competitive market salary

Résumé du poste

LlamaPixel is seeking a Bilingual Quality & Training Analyst for our on-site location in Lima, Peru. The role focuses on monitoring and improving customer interactions across chat, email, and chatbot channels using QA scorecards and Zendesk QA tools.

The candidate will provide coaching, lead calibration sessions, identify knowledge gaps, and deliver quality performance reports. On-site presence and 24/7 support readiness are required, with Portuguese as a desirable plus.

Qualifications

• Advanced or fluent English required 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 environment.
• Experience monitoring chat and/or email interactions.

Responsabilités

• 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.

Connaissances

English fluency

Quality Assurance

Training & Coaching

QA scorecards

Calibration routines

Data analysis

On-site Lima

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.
• Salary: S/ 3,353
• Food allowance: S/ 300 per month
• EPS coverage: 100%
• Competitive salary within the market.