Bilingual Quality & Training Analyst

🎯 We are looking for a Bilingual Quality Analyst for our on‑site location in Lima, Peru.

📌Key Responsibilities:

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  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.

  
  


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  Provide constructive feedback through coaching notes, side‑by‑sides, and 1:1s; track follow‑up actions and verify performance improvement.

  
  


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  Lead and document calibration sessions with Quality, Training, and Operations to align scoring criteria, reduce deltas, and strengthen evaluation consistency.

  
  


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  Identify quality issues, knowledge gaps, and process deviations, recommending training, workflow updates, and operational improvements based on QA findings.

  
  


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  Prepare and deliver quality p...