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:

1. Monitor and evaluate interactions (ChatBoT, Human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.

2. Monitor and evaluate interactions (ChatBoT, Human chat/email) by our Zendesk QA module integrated with the ticket system.

3. Provide constructive feedback to agents and Supervisors through side-by-sides, 1:1s, and written coaching notes; track follow-up actions and outcomes.

4. Conduct calibration sessions with QA Global/Operations/Training to align scoring standards; document deltas and decisions.

5. Identify knowledge gaps for training; propose updates to macros, knowledge-base articles, and workflows; support refresher sessions.

6. Prepare quality performance reports (Chatbot, agent, team, campaign) including trends, root causes, and prioritized actions.

7. Collaborate on quality standard review—maintain scorecards, definitions, and sampling methodology; recommend improvements based on data.

8. Support a culture of continuous improvement by surfacing insights and running small experiments tied to CX, FCR, and compliance outcomes.

Requisitos

✅ 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.

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.

• 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.