Opportunity Description
We are looking for a Bilingual Quality Analyst for our on‑site location in Lima, Peru.
Monitor and evaluate interactions (ChatBoT, Human chat/email) using approved scorecards; ensure objective scoring, reproducibility, and actionable comments.
Monitor and evaluate interactions (ChatBoT, Human chat/email) by our Zendesk QA module integrated with the ticket system.
Provide constructive feedback to agents and Supervisors through side‑by‑side, 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 (Chatbot, agent, team, campaign) including trends, root causes, and prioritized actions.
Collaborate on quality standard review—ma...
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