Job Description
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 Analyst for our onsite location in Lima, Peru.
Key Responsibilities
- Monitor and evaluate customer interactions (chatbot, human chat, email) using QA scorecards and Zendesk QA tools, ensuring objective, consistent scoring and adherence to standards, procedures, compliance, and service expectations.
- Provide constructive feedback through coaching notes, side-by-side, and 1:1s; 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 ...