Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone.

We are looking for an amazing Contact Center Training, Knowledge & Quality Analyst to fill this role, which is based remotely. The Contact Center Training & Quality Analyst is a critical role within the organization; by analyzing performance data, supporting training design, and managing quality frameworks, the Analyst connects frontline execution to enterprise-level service and operational objectives.                      

Here is a summary of what Princess is looking for in its Contact Center Training, Knowledge & Quality Analyst. Is this you?

Responsibilities

• Design, build, and maintain reporting dashboards using Power BI to track and visualize key performance indicators (KPIs) related to training, knowledge base usage, and quality assurance.                                     

• Extract and analyze large datasets from Snowflake, Salesforce, and other data sources to identify trends, performance gaps, and improvement opportunities.

• Provide timely and accurate reporting on quality monitoring results, including calibration sessions, agent scoring, and compliance metrics, ensuring consistency and visibility across teams.                                                                         

• Analyze post-training data to evaluate training impact on agent performance and retention of knowledge; deliver insights to the Manager of Training and Knowledge and other relevant stakeholders.                                                                                      

• Track and report on knowledge base utilization, article effectiveness, and gaps, using data to support continuous improvement efforts in knowledge management.

• Partner with Training, Quality, and Contact Center leaders to ensure reports are aligned with evolving business goals and identify key metrics for ongoing development and refinement.                                                                              

• Validate data accuracy across reporting systems, troubleshoot inconsistencies, and implement processes to maintain reliable and actionable insights.

• Create and distribute recurring and ad-hoc reports with clear visualizations and narratives that summarize performance trends and strategic recommendations.     

Requirements

• Bachelor’s degree in business, Statistics, Communications, Education, or a related field (or equivalent experience).

• Advanced proficiency in Excel and data visualization tools (Tableau, Power BI, Snowflake, or similar).

• Strong Analytical and critical thinking skills with the ability to translate data into actionable insights.

• Excellent written and verbal communication skills.                                                                           

• 3+ years of professional experience in a contact center, customer service operations, or quality assurance environment.

• At least 2 years of experience in data analysis, reporting, or business intelligence, preferably using tools like Power BI, Snowflake, and Salesforce.

• Experience building and analyzing performance dashboards and QA/training effectiveness reports.

• Experience collaborating with cross-functional teams, including trainers, QA specialists, and operations leaders.                                                                            

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k) 
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives 

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:  https://www.princess.com/aboutus/culture-framework/

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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