Bilingual Quality & Training Analyst

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 & Training Analyst for our onsite location in Lima Peru.

• 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 sidebysides and 1:1 sessions; track followup 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 crossteam knowledge transfer.

• Advanced or fluent English required for communication with global 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.
• Datadriven mindset with the ability to connect quality and training activities to operational KPIs.
• Ability to work onsite in Lima and support a 24/7 operation when required.
• Desirable (not mandatory): Portuguese language skills.

• 100% onsite work in Lima.
• Shift: 13:00 22:48 with an average of 4 days per month starting at 15:00 22:48 to support nightshift coverage.
• Enrollment in company payroll from day one with all legally mandated benefits.
• Salary: S/ 3353
• Food allowance: S/ 300 per month
• EPS coverage: 100%
• Competitive salary within the market.