Bilingual Quality Analyst

🚀 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 Analyst for our on?site location in Lima, Peru.

📌Key Responsibilities:

- Monitor and evaluate interactions (ChatBoT, Human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.
- Monitor and evaluate interactions (ChatBoT, Human chat/email) by our Zendesk QA module integrated with the ticket system.
- Provide constructive feedback to agents and Supervisors through side-by-sides, 1:1s, and written coaching notes; track follow-up actions and outcomes.
- Conduct calibration sessions with QA Global/Operations/Training to align scoring standards; document deltas and decisions.
- Identify knowledge gaps for training; propose updates to macros, knowledge-base articles, and workflows; support refresher sessions.
- Prepare quality performance reports (Chatbot, agent, team, campaign) including trends, root causes, and prioritized actions.
- Collaborate on quality standard review?maintain scorecards, definitions, and sampling methodology; recommend improvements based on data.
- Support a culture of continuous improvement by surfacing insights and running small experiments tied to CX, FCR, and compliance outcomes.
✅ Qualifications & Skills:

- English: Advanced/Fluent (required to talk with global QA).
- 2+ years in Quality Assurance within contact centers (chat/email required).
- Strong analytical and documentation skills; ability to translate findings into coaching actions and training inputs.
- Experience with QA scorecards, calibration routines, and dispute management.
- Experience in iGaming.
- Experience working with BPO operations and managing cross-company workflows.
- Knowledge of Zendesk (QA module and tickets, macros, views, tags, reporting exports).
- Portuguese language.

🕒Strong Advantage:

- 100% on-site work in Lima.
- 44 hours per week in rotating shifts, with 2 rotating days off according to the schedule.
- Enrollment in the company payroll from day one, with all legally mandated benefits.
- Food allowance: S/300 per month.
- EPS coverage at 100%.
- Competitive salary within the market.

Si cumples con el perfil y buscas un entorno dinámico donde tu trabajo tenga impacto real, nos encantará conocerte. Postula y sé parte de un equipo que impulsa tu desarrollo profesional.