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.✅ 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. Strong Advantage: 100% on-site work in Lima. 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.LLAMAPIXEL GAMING S.A.C. is committed to protecting the privacy and personal data of all individuals participating in our recruitment processes, in accordance with Peru’s Personal Data Protection Law. The information provided by candidates is used solely for evaluation and selection purposes and is handled with strict security and confidentiality measures. If you would like to read the full Privacy Policy for Applicants, you can access it here: https://docs.google.com/document/d/1dHaiYlxZiuHHx41T-ou8OYJSgRutu6sW/edit?usp=sharing&ouid=105452786369524995446&rtpof=true&sd=true