Bilingual Quality Analyst (English/Spanish)

About the role

Join LlamaPixel’s new LATAM Customer Support Hub in Lima to elevate the customer experience. You will monitor and assess the quality of Spanish‑language chat and email interactions, provide coaching feedback, and ensure alignment with operational standards.

Key responsibilities

• Monitor and evaluate chat and email interactions using approved scorecards and the Zendesk QA module.
• Deliver constructive feedback to agents and supervisors through side‑by‑side sessions, one‑on‑ones, and written coaching notes.
• Conduct calibration sessions with global QA, Operations, and Training teams to maintain scoring consistency.
• Identify knowledge gaps, propose updates to macros, knowledge‑base articles, and workflows, and support refresher training.
• Prepare quality performance reports (agent, team, campaign) highlighting trends, root causes, and actionable recommendations.
• Maintain and improve quality standards, scorecards, and sampling methodology based on data insights.
• Support continuous improvement initiatives tied to CX, first‑call resolution, and compliance outcomes.

Required profile

• Native Spanish speaker with advanced/fluent English.
• Minimum 2 years of Quality Assurance experience in contact centers, focusing on chat and email.
• Strong analytical and documentation abilities, able to translate findings into coaching actions.
• Experience with QA scorecards, calibration routines, and dispute management.

Required skills

• Zendesk (QA module, ticket handling, macros, views, tags, reporting exports).