Bilingual Quality & Training Analyst (English/Spanish)

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.