LlamaPixel is a company specialized in providing strategic support for the iGaming industry. We deliver top-tier, 24/7 customer support to Spanish-speaking users across multiple countries in Latin America, within a dynamic, collaborative, and highly technological environment.

We are currently looking for a bilingual quality analyst to lead a high-performing team at our new LATAM CS Hub in Lima. If you are passionate about developing talent, working with performance indicators, and making a real impact on the customer experience, this opportunity is for you.

About the Role

Elevate the customer experience by monitoring interaction quality across chat and email in our LATAM operation. You will evaluate conversations in Spanish, deliver coaching-quality feedback, align standards through calibrations, and partner with Operations.

Key Responsibilities

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Monitor and evaluate interactions (chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.

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Monitor and evaluate interactions (chat/email)



by our Zendesk QA module integrated with the ticket system.

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Provide constructive feedback to agents and Supervisors through side‑by‑side, 1:1s, and written coaching notes; track follow‑up actions and outcomes.

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Conduct calibration sessions with QA Integral/Operations/Training to align scoring standards; document deltas and decisions.

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Identify knowledge gaps for training; propose updates to macros, knowledge‑base articles, and workflows; support refresher sessions.

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Prepare quality performance reports (agent, team, campaign) including trends, root causes, and prioritized actions.

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Collaborate on quality standard review—maintain scorecards, definitions, and sampling methodology; recommend improvements based on data.

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

KPIs & Quality Expectations

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QA score accuracy and consistency (l

📌 Bilingual Quality Analyst (Lima)
🏢 LLAMAPIXEL GAMING
📍 Lima