Customer Service Quality Analyst

Description

Job Summary: Customer Service Quality Analyst to monitor and evaluate interactions, provide feedback, and collaborate on the continuous improvement of quality standards. Key Highlights: 1. Monitoring and evaluation of interactions to ensure quality. 2. Constructive feedback and follow-up on actions. 3. Collaboration in continuous improvement and quality standards. LlamaPixel is a company that provides high-quality 24/7 support to Spanish-speaking users across Latin America, within a dynamic, collaborative, and technology-driven environment. We are seeking a **Customer Service Quality Analyst** for our **on-site office in Lima, Peru**. **Key Responsibilities** * Monitor and evaluate interactions (ChatBot, human chat/email) using approved scorecards; ensure objective, reproducible evaluations with actionable comments. * Monitor and evaluate interactions (ChatBot, human chat/email) via our QA module in Zendesk, integrated with the ticketing system. * Provide constructive feedback to agents and supervisors through side-by-sides, 1:1 sessions, and coaching notes; track actions and outcomes. * Conduct calibration sessions with Global QA/Operations/Training to align evaluation standards; document discrepancies and decisions. * Identify knowledge gaps for training; propose updates to macros, knowledge base articles, and workflows; support review sessions. * Prepare quality performance reports (Chatbot, agent, team, campaign), including trends, root causes, and prioritized actions. * Collaborate on reviewing quality standards: maintain scorecards, definitions, and sampling methodology; recommend data-driven improvements. * Drive a culture of continuous improvement through CX-, FCR-, and compliance-oriented insights and small experiments. **Qualifications and Skills** * English: Advanced/Fluent (required for communication with Global QA). * Minimum 2 years of Quality Assurance experience in contact centers (chat/email required). * Strong analytical and documentation skills; ability to translate findings into coaching actions and training contributions. * 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, tickets, macros, views, tags, report exports). * Portuguese language proficiency. **Key Benefits** * 100% in-person work in Lima. * Formal employment registration from day one, with all statutory benefits. * Meal allowance: S/300 per month. * 100% EPS health insurance coverage. * Competitive market-rate salary. **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. Candidate-provided information is used exclusively for assessment and selection purposes and is handled under strict security and confidentiality measures. To review our **Applicant Privacy Policy**, please access it here: https://docs.google.com/document/d/1dHaiYlxZiuHHx41T\-ou8OYJSgRutu6sW/edit?usp\=sharing\&ouid\=105452786369524995446\&rtpof\=true\&sd\=true Job Type: Full\-time Pay: S/.1\.00 per month Application Question(s): * Do you confirm your willingness to participate in the selection process and authorize the processing of your personal data in accordance with our Applicant Privacy Policy? * How many years of Quality Assurance (QA) experience do you have? * Please indicate your English proficiency level. * Please state your salary expectations. Work Location: In person