Contact Centre Quality Specialist

Carnival UK is the home of the prestigious cruise brands P&O and Cunard, and we operate spectacular ships all over the world We take our guests on fantastic holidays, tailored to their individual requirements, and this is supported by our 300 strong contact centre staff - and we need a new Quality Specialist to join us

We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us.

**The Role**

We pride ourselves on our sales and customer service focus, and we want our guests to have a positive interaction with us, every time. To achieve this, we need Quality Specialists to monitor call quality between our Sales Advisors and guests - that’s where you come in

Our new Contact Centre Quality Specialist will be responsible for carrying out quality assessments across the contact centre, with the main focus being on Sales - taking into account the call quality, tone, content, information provided and professionalism through listening to calls, and feeding back to the advisors and team leaders. You will do this following set quality criteria, and ensure that the correct scripts are used and regulatory information provided.

You will also provide high level reports, updates, and suggestions on how to improve call quality across the contact centre. This will ensure that revenue targets are met, and customer service is delivered and exceeded.

**About You**

We are looking for someone who has experience with a contact centre environment, ideally a large organisation, and you will have previously worked in a similar role within a contact centre monitoring Sales quality performance.

You will also have good MS Office (Excel, Word etc) skills, and have a good level of numeracy and literacy.

Although not essential, experience within hospitality or travel and tourism would be beneficial.

You can access the full job description for this position here.

This role has been levelled at a CUK12

**About Us**:

- Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride in our service excellence, creeating unforgettable holiday happiness. We're looking for talented colleagues who will share our commitment to this purpose and to our global Cutlture Essentials Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.
- Working with us means you'll be part of a tight-knit but truly diverse global team of passionate people. You'll be supported to drive your development, from formal learning to the life lessons of worldwide travel. We believe in inclusion and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work. We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we'd love to hear from you. We work flexibly and will support you to find a healthy balance of remote working and time in our fantastic office collaborating, taking part in events and developing the social connections that make working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

**About the Team**:
As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, Guest Services Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teams including; Service Development, Resource Planning & Performance and Communications.