We are looking for a Bilingual Quality Analyst for our on‑site location in Lima, Peru. Monitor and evaluate interactions (ChatBoT, Human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments. Monitor and evaluate interactions (ChatBoT, Human chat/email) by our Zendesk QA module integrated with the ticket system.

Provide constructive feedback to agents and Supervisors through side‑by‑side, 1:1s, and written coaching notes; track follow‑up actions and outcomes. Conduct calibration sessions with QA General/Operations/Training to align scoring standards; document deltas and decisions. Identify knowledge gaps for training; propose updates to macros, knowledge‑base articles, and workflows; support refresher sessions.

Prepare quality performance reports (Chatbot, agent, team, campaign) including trends, root causes, and prioritized actions. Collaborate on quality standard review—maintain scorecards, definitions, and sampling methodology; recommend improvements based on data.



Support a culture of continuous improvement by surfacing insights and running small experiments tied to CX, FCR, and compliance outcomes.

Qualifications & Skills - English: Advanced/Fluent (required to talk with global QA) - 2+ years in Quality Assurance within contact centers (chat/email required) - Strong analytical and documentation skills; ability to translate findings into coaching actions and training inputs.

- Experience with QA scorecards, calibration routines, and dispute management.
- Experience in iGaming.
- Experience working with BPO operations and managing cross-company workflows.
- Knowledge of Zendesk (QA module and tickets, macros, views, tags, reporting exports). 44 hours per week in rotating shifts, with 2 rotating days off according to the schedule. Enrollment in the company payroll from day one, with all legally mandated benefits.

Food allowance: S/300 per month. EPS coverage at 100%. Competitive salary within the market.

📌 Bilingual Quality Analyst (San Isidro)
🏢 LLAMAPIXEL GAMING
📍 San Isidro