Bilingual Quality Analyst
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Job Summary
LlamaPixel is a company specialized in providing strategic support for the iGaming industry. We deliver top-tier 24/7 customer support to Spanish-speaking users across multiple countries in Latin America within a dynamic collaborative and highly technological environment.
We are currently looking for a Bilingual Quality Analyst to lead a high-performing team at our new LATAM CS Hub in Lima. If you are passionate about developing talent working with performance indicators and making a real impact on the customer experience this opportunity is for you.
About the Role
Elevate the customer experience by monitoring interaction quality across chat and email in our LATAM operation. You will evaluate conversations in Spanish deliver coaching-quality feedback align standards through calibrations and partner with Operations.
Key Responsibilities
Monitor and evaluate interactions (chat/email) using approved scorecards; ensure objective scoring reproducibility and actionable comments.
Monitor and evaluate interactions (chat/email) by our Zendesk QA module integrated with the ticket system.
Provide constructive feedback to agents and Supervisors through side-by-sides 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 macros knowledge-base articles and workflows; support refresher sessions.
Prepare quality performance reports (agent team campaign) including trends root causes and prioritized actions.
Collaborate on quality standard reviewmaintain scorecards definitions and sampling methodology; recommend improvements based on data.
Support a culture of continuous improvement by surfacing insights and running small experiments tied to CX FCR and compliance outcomes.
KPIs & Quality Expectations
QA score accuracy and consistency (low calibration deltas; dispute overturn rate within target).
Coverage and timeliness of evaluations per plan; actionable feedback completion rate.
Improvements in targeted metrics (FCR CSAT/NPS reopen rates) following QA interventions.
Compliance adherence (privacy security consumer protection) evidenced in evaluations.
Quality reporting delivered on time with clear insights and owners.
Mandatory qualifications & Skills
Spanish: Native; 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.
Strong Advantage
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).
Work Setup & Schedule
On-site presence in our Lima operations hub with access to secure systems and recording repositories.
Primarily business hours with flexibility for calibrations peak periods and periodic after-hours sampling.
- EPS 100% covered
- Salary: s/ 3130
Food Card
Company-provisioned workstation QA tooling dashboards and collaboration suites.
Growth & Culture
Be a key voice for customer and agent experience. High performers can grow to Senior Quality Analyst Quality Lead or Training & Content roles with influence on standards and coaching strategy.
