Bilingual Quality & Training Analyst

LLAMAPIXEL GAMING S.A.C. -

ʟʟᴀᴍᴀᴘɪxᴇʟ ɢᴀᴍɪɴɢ s.ᴀ.ᴄ. ɪs ʏᴏᴜʀ ᴘʀᴇᴍɪᴇʀ ᴅᴇsᴛɪɴᴀᴛɪᴏɴ ꜰᴏʀ sᴘᴏʀᴛs ʙᴇᴛᴛɪɴɢ, ᴄᴀsɪɴᴏ ɢᴀᴍᴇs, ʟɪᴠᴇ ᴄᴀsɪɴᴏ, ʟᴏᴛᴛᴇʀʏ, ᴀɴᴅ ᴠɪʀᴛᴜᴀʟ sᴘᴏʀᴛs. ʙᴀsᴇᴅ ɪɴ ʟɪᴍᴀ, ᴘᴇʀᴜ, ᴡᴇ ᴏꜰꜰᴇʀ 24/7 ᴄᴜsᴛᴏᴍᴇʀ sᴜᴘᴘᴏʀᴛ, sᴇᴄᴜʀᴇ ᴘᴀʏᴍᴇɴᴛ sᴏʟᴜᴛɪᴏɴs, ᴀɴᴅ ᴘʀᴏᴍᴏᴛɪᴏɴs ᴛᴏ ᴇɴʜᴀɴᴄᴇ ʏᴏᴜʀ ɢᴀᴍɪɴɢ ᴇxᴘᴇʀɪᴇɴᴄᴇ.

  • San Isidro, Lima - Peru
  • Atención al Cliente, Call Center y Telemarketing
  • No especificado
  • Full-time | Presencial
  • Semi senior
  • No especificado (Indistinto)

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Descripción del puesto

🚀 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 customer interactions (chatbot, human chat, email) using QA scorecards and Zendesk QA tools, ensuring objective, consistent scoring and adherence to standards, procedures, compliance, and service expectations.

  • Provide constructive feedback through coaching notes, side‑by‑sides, and 1:1s; 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.


Requisitos

✅ Qualifications & Skills:

  • 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.

  • 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.


Beneficios

🕒Strong Advantage:

  • 100% on-site work in Lima.

  • 44 hours per week in rotating shifts, with 2 rotating days off according to the schedule.

  • Schedule: 9 a.m. to 18:48 p.m.

  • 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.


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