Bilingual Quality & Training 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 customer interactions (chatbot, human chat, email) using QA scorecards and Zendesk QA tools, ensuring objective, consistent scoring and adherence to standards, procedures, compliance, and service expectations.
- Provide constructive feedback through coaching notes, side?by?sides, and 1:1s; 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.

🕒Strong Advantage:

- 100% on-site work in Lima.
- 44 hours per week in rotating shifts, with 2 rotating days off according to the schedule.
- Schedule: ?9 a.m. to 18:48 p.m.
- 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.