x?? s.?.?. ?s ???? ??s ??? s????s , ??s??? ????s, ???? ??s???, , ??? s????s. ??s?? ?? ????, ????, ?? 24/7 ??s s, s ss, ??? s ?? ???? ?x. 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 Customer Service 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 through 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 .

Requisitos: Qualifications & Skills
- English: Advanced/Fluent (required for communication with Integral QA) .
- 2+ years of experience 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 scoreca

📌 Bilingual Customer Service Quality Analyst (San Isidro)
🏢 LLAMAPIXEL PERU
📍 San Isidro