Opportunity Description
🎯 We are looking for a Bilingual Quality Analyst for our on‑site location in Lima, Peru.
📌Key Responsibilities:
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.
Provide constructive feedback through coaching notes, side‑by‑sides, and 1:1s; track follow‑up actions and verify performance improvement.
Lead and document calibration sessions with Quality, Training, and Operations to align scoring criteria, reduce deltas, and strengthen evaluation consistency.
Identify quality issues, knowledge gaps, and process deviations, recommending training, workflow updates, and operational improvements based on QA findings.
Prepare and deliver quality p...
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