We are looking for a Bilingual Quality & Training Analyst for our on‑site 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‑sides, 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 based on QA findings.
- Prepare and deliver quality performance reports, including trends, root causes, risks, and prioritized actions to support continuous improvement.
- Deliver and support training programs (onboarding, refreshers, process training), maintain training materials,



conduct knowledge assessments, and connect learning outcomes to operational KPIs.
- Maintain and update knowledge assets (Zendesk KB, macros, workflows, documentation), ensuring accuracy, alignment with current processes, and effective cross‑team knowledge transfer.

Qualifications & Skills:
- Advanced or fluent English, required for communication with integral Quality, Training, and Operations teams.
- At least 2 years of experience in Quality Assurance, Training, Coaching, or a hybrid role within a contact center or customer service environment.
- Experience monitoring chat and/or email interactions.
- Ability to provide clear, objective, and constructive feedback.
- Strong analytical skills, with the ability to identify trends, root causes, risks, and improvement opportunities.
- Strong documentation and communication skills.
- Experience working with QA scorecards, calibration routines, feedback processes, or

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