Bilingual Quality & Training Analyst

About the role

LlamaPixel is seeking a bilingual Quality & Training Analyst to join its on‑site team in Lima, Peru. You will work in a fast‑paced, technology‑driven contact‑center environment, supporting 24/7 service for Spanish‑speaking customers across Latin America.

Key responsibilities

• Monitor and evaluate chatbot, human chat, and email interactions using QA scorecards and Zendesk QA tools.
• Provide constructive feedback through coaching notes, side‑by‑sides, and one‑on‑one sessions, tracking follow‑up actions.
• Lead calibration sessions with Quality, Training, and Operations to align scoring criteria and improve evaluation consistency.
• Identify quality issues, knowledge gaps, and process deviations, recommending training or workflow updates.
• Prepare and deliver performance reports highlighting trends, root causes, risks, and actionable recommendations.
• Design, deliver, and maintain training programs, onboarding, refreshers, and knowledge assessments.
• Update and maintain Zendesk knowledge base, macros, workflows, and documentation.

Required profile

• Advanced or fluent English for communication with global teams.
• Minimum 2 years of experience in Quality Assurance, Training, Coaching, or a hybrid role within a contact‑center environment.
• Experience monitoring chat and/or email interactions.
• Strong analytical ability to spot trends, root causes, and improvement opportunities.

Required skills

• Zendesk (QA tools, knowledge base, macros, workflows).

What we offer

• Full‑time, 44 hours/week rotating shifts with two days off per schedule.
• On‑site work in Lima with a competitive salary of S/ 3130 per month plus S/ 300 food allowance.
• Legal benefits from day one, including 100 % EPS coverage.