Bilingual Quality Analyst Customer Service

About the role

LlamaPixel is seeking a bilingual Quality Analyst to join its on‑site team in Lima, Peru. You will ensure the highest standards of customer support for Spanish‑speaking users across Latin America, working closely with global QA teams and local agents.

Key responsibilities

• Monitor and evaluate chatbot and human chat/email interactions using approved scorecards and Zendesk QA module.
• Provide constructive feedback to agents and supervisors through side‑by‑side sessions, 1:1s, and written coaching notes.
• Conduct calibration sessions with global QA, operations, and training teams to align scoring standards.
• Identify knowledge gaps, propose updates to macros, knowledge‑base articles, and workflows, and support refresher training.
• Prepare quality performance reports covering chatbot, agent, team, and campaign metrics, highlighting trends and root causes.
• Maintain and improve quality standards, scorecards, definitions, and sampling methodology.
• Support continuous improvement initiatives tied to CX, first‑call resolution, and compliance outcomes.

Required profile

• Advanced/Fluent English and Portuguese language skills.
• Minimum 2 years of Quality Assurance experience in contact centers, specifically with chat and email channels.
• Strong analytical and documentation abilities, capable of turning findings into actionable coaching.
• Experience in iGaming and BPO environments is preferred.

Required skills

• Zendesk (QA module, tickets, macros, views, tags, reporting exports).
• Chatbot monitoring and evaluation.

What we offer

• Full‑time on‑site position with enrollment in company payroll from day one.
• Legally mandated benefits, food allowance of S/300 per month, and 100% EPS coverage.
• Competitive market salary.