Bilingual Quality Analyst Customer Service

Llamapixel Gaming S.A.C.

Job Location:

Lima - Peru

Monthly Salary: Not Disclosed

Posted on: 23 days ago

Vacancies: 1 Vacancy

Job Summary

LlamaPixel is a company that provides toptier 24/7 support to Spanishspeaking users across Latin America within a dynamic collaborative and technologydriven environment.

We are looking for a Bilingual Quality Analyst for our onsite 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 (ChatBoT 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 Global/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 reviewmaintain 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.

Qualifications & Skills:

English: Advanced/Fluent (required to talk with global QA).
2 years 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 scorecards calibration routines and dispute management.
Experience in iGaming.
Experience working with BPO operations and managing cross-company workflows.
Knowledge of Zendesk (QA module and tickets macros views tags reporting exports).
Portuguese language.

Strong Advantage:

100% on-site work in Lima.
44 hours per week in rotating shifts with 2 rotating days off according to the schedule.
Enrollment in the company payroll from day one with all legally mandated benefits.
Food allowance: S/300 per month.
EPS coverage at 100%.
Competitive salary within the market.

LlamaPixel is a company that provides toptier 24/7 support to Spanishspeaking users across Latin America within a dynamic collaborative and technologydriven environment. We are looking for a Bilingual Quality Analyst for our onsite location in Lima Peru. Key Responsibilities: Monitor and evaluate in...

LlamaPixel is a company that provides toptier 24/7 support to Spanishspeaking users across Latin America within a dynamic collaborative and technologydriven environment.

We are looking for a Bilingual Quality Analyst for our onsite 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 (ChatBoT 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 Global/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 reviewmaintain 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.

Qualifications & Skills:

English: Advanced/Fluent (required to talk with global QA).
2 years 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 scorecards calibration routines and dispute management.
Experience in iGaming.
Experience working with BPO operations and managing cross-company workflows.
Knowledge of Zendesk (QA module and tickets macros views tags reporting exports).
Portuguese language.

Strong Advantage:

100% on-site work in Lima.
44 hours per week in rotating shifts with 2 rotating days off according to the schedule.
Enrollment in the company payroll from day one with all legally mandated benefits.
Food allowance: S/300 per month.
EPS coverage at 100%.
Competitive salary within the market.