Bilingual Quality Analyst (English/Spanish)

About the role

LlamaPixel is seeking a Bilingual Quality Analyst to join its new LATAM Customer Support Hub in Lima. The role focuses on elevating the customer experience by monitoring and improving the quality of chat and email interactions for Spanish‑speaking users.

Key responsibilities

• Monitor and evaluate chat and email interactions using approved scorecards and the Zendesk QA module.
• Provide constructive, actionable 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 align scoring standards and document decisions.
• 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 recommended actions.
• Collaborate on maintaining and improving quality standards, scorecards, and sampling methodology.
• Support a culture of continuous improvement by surfacing insights and running small experiments tied to CX, FCR, and compliance outcomes.

Required profile

• Native Spanish speaker with advanced/fluently spoken English.
• Minimum 2 years of Quality Assurance experience in a contact‑center environment, specifically with chat and email channels.
• Strong analytical and documentation skills, able to translate findings into coaching actions and training inputs.
• Experience with QA scorecards, calibration routines, and dispute management.
• Experience in iGaming, BPO operations, or cross‑company workflow management is a strong advantage.

Required skills

• Zendesk – QA module, ticket handling, macros, views, tags, and reporting exports.