Llama Pixel 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 (Chat BoT, Human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.

Monitor and evaluate interactions (Chat BoT, 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 Integral/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 .

Bilingual Quality Analyst Customer Service San Isidro, Lima, Peru

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