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 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 and consistent scoring aligned with standards, procedures, compliance, and service expectations.
• Provide constructive feedback through coaching notes, side‑by‑sides, and 1:1 sessions; 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 general 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 training assessments.
• Ability to translate QA findings into coaching actions, refresher training, knowledge updates, and operational recommendations.
• Strong classroom management and facilitation skills.
• Ability to create simple, practical, and effective training materials.
• Data‑driven mindset, with the ability to connect quality and training activities to operational KPIs.
• Ability to work on‑site in Lima and support a 24/7 operation when required.
• Desirable (not mandatory): Portuguese language skills. Strong Advantage
• 100% on‑site work in Lima.
• Shift: 13:00 – 22:48, with an average of 4 days per month starting at 15:00 – 22:48 to support night‑shift coverage.
• Enrollment in company payroll from day one, with all legally mandated benefits.
• Competitive salary.
• Food allowance: S/ 300 per month
• EPS coverage: 100%
• Competitive salary within the market.

📌 Bilingual Quality (San Isidro)
🏢 LLAMAPIXEL GAMING
📍 San Isidro