We are 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 & Training Analyst for our on‑site location in Lima, Peru ??.

Key Responsibilities ✨

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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 ?✔️.

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Provide constructive feedback through coaching notes, side‑by‑sides, and 1:1s; track follow‑up actions and verify performance improvement ??.

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Lead and document calibration sessions with Quality, Training, and Operations to align scoring criteria, reduce deltas, and strengthen evaluation consistency ??.

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Identify quality issues, knowledge gaps,



and process deviations, recommending training, workflow updates, and operational improvements based on QA findings ??.

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Prepare and deliver quality performance reports, including trends, root causes, risks, and prioritized actions to support continuous improvement ??.

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Deliver and support training programs (onboarding, refreshers, process training), maintain training materials, conduct knowledge assessments, and connect learning outcomes to operational KPIs ??.

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Maintain and update knowledge assets (Zendesk KB, macros, workflows, documentation), ensuring accuracy, alignment with current processes, and effective cross‑team knowledge transfer ?️?.

Required Skill Profession

Business Operations Specialists

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