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 on‑site location in Lima, Peru . Key Responsibilities: 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-sides, 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). Portuguese language. Strong Advantage: 100% on-site work in Lima. Enrollment in the com

📌 Bilingual Quality Analyst Customer Service (Perú)
🏢 LLAMAPIXEL GAMING
📍 Perú