Customer Service Quality Analyst (English/Spanish)

CONFIDENCIAL; San Isidro; Presencial; PEN 42.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site role in Lima

Monthly food allowance S/300

Full EPS coverage

Descripción de la vacante

CONFIDENCIAL is seeking a Customer Service Quality Analyst (English/Spanish) for our on-site location in Lima, Peru. This full-time role evaluates ChatBot and human chat interactions, delivering coaching and maintaining QA scorecards with a focus on FCR and compliance.

You will collaborate with global QA teams, calibrate processes, and generate performance summaries across campaigns. Requirements include advanced English, 2+ years in QA for contact centers, Zendesk familiarity, and strong

Formación

• Advanced English, suitable for global QA coordination.
• Minimum 2 years of Quality Assurance in contact centers (chat/email).
• Strong analytical and documentation abilities with coaching outcomes.
• Familiarity with QA scorecards, calibration, and dispute resolution.
• Experience collaborating with BPO environments and cross-company workflows.

Responsabilidades

• Assess ChatBot and human chat/email interactions using evaluation criteria.
• Analyze conversations via QA system connected to ticketing platform.
• Provide performance feedback through side-by-side reviews and coaching sessions.
• Lead calibration meetings with Global QA, Operations, and Training teams.
• Identify training gaps and update macros and knowledge articles.
• Generate quality performance summaries covering multiple levels.
• Support continuous improvement through CX-driven initiatives focused on FCR and compliance.

Conocimientos

English fluency

QA in contact centers

Analytical skills

Zendesk knowledge

Herramientas

Zendesk QA module

Descripción del empleo

We are currently seeking a ustomer Service Quality Analyst (English/Spanish) for our on?site location in Lima, Peru.

Core Duties

• Assess both ChatBot and human chat/email interactions using established evaluation criteria, ensuring fairness, consistency, and clear improvement points.
• Analyze conversations through the QA system connected to our ticketing platform.
• Deliver meaningful performance feedback to agents and Supervisors through side?by?side reviews, individual coaching sessions, and written guidance; follow up on action plans and progress.
• Facilitate calibration meetings with Global QA, Operations, and Training teams to maintain aligned evaluation standards; record key outcomes and adjustments.
• Detect training gaps and recommend updates to macros, knowledge articles, and operational flows; assist with refresher training when needed.
• Generate quality performance summaries covering ChatBot, agent, team, and campaign results, highlighting trends, root causes, and priority actions.
• Contribute to the enhancement of quality frameworks by maintaining scorecards, definitions, and sampling processes; propose improvements supported by data.
• Encourage continuous improvement through insights and small CX?driven initiatives focused on FCR and compliance.

Required Skills & Experience

• Advanced/Fluent English, suitable for communication with global QA teams.
• At least 2 years of Quality Assurance experience in contact centers (chat/email essential).
• Strong analytical and documentation abilities, with the capacity to convert findings into coaching and training recommendations.
• Background in QA scorecards, calibration processes, and dispute resolution.
• Experience collaborating with BPO environments and managing cross?company workflows.
• Familiarity with Zendesk (QA module, tickets, macros, views, tags, reporting).
• Knowledge of Portuguese is an advantage.

What We Offer

• On?site role in Lima, full?time.
• Day shift.
• Immediate enrollment in payroll with all legal benefits.
• Monthly food allowance: S/300.
• Full EPS coverage.
• Competitive compensation aligned with market standards.

Data Privacy Notice

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. Candidate information is used exclusively for evaluation and selection purposes and is handled with strict security and confidentiality measures. You may review the Applicant Privacy Policy here: