Bilingual Quality Analyst Customer Service

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 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 (ChatBoT, Human chat/email) by our Zendesk QA module integrated with the ticket system.
• Provide constructive feedback to agents and Supervisors through side‑by‑side, 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 macro...