Job Description

This role is responsible for quality assessments within the Contact Centre Operation (CCO) to ensure guest contacts are handled efficiently while delivering high levels of guest experience and maximising revenue opportunities.

The specialists will have experience monitoring quality performance within a CCO carrying out assessments in a timely and efficient manner, handling data and coaching individuals of all experience levels.

In addition to this, you will also provide high-level reports, updates, and improvement suggestions on how to improve quality scores across the CCO. Working closely with Training, Team Leaders, and other areas of the CCO to ensure best practice is followed.

Key Responsibilities Include

Consistently monitor CCO quality, including language, tone, content, information, process, and professionalism, and ensure correct approach is applied

Monitor and assess contacts via all available communication channels to a set quality criterion and evaluate the performance of team members, carrying out the required number of quality assessments across the CCO

Provide clear, meaningful, and constructive written and verbal feedback with specific instructions and support for advisors

Work with the training teams to plan and deliver training and/or coaching sessions based on quality outcomes to all team members in regular meetings

This role is classified as CUK12 and is available on a full-time 6-month secondment basis. Hybrid working (2 days a week).

Requirements: What You Need to Succeed

• Successful candidates will possess:
• Solid experience in a CCO preferably gained in a large organisation
• Competence with MS office programs
• Attention to detail
• Knowledge file management, transcription, and other administrative procedures
• Working to tight deadlines

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.

About You: The Ideal Candidate

• You are more than just your CV. You're someone who brings:
• Professionalism – be ready for work, courteous to colleagues and protect customer information
• Positive Attitude
• Team Collaboration
• Motivation and drive to reach personal and team goals

Why Join Us?

Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work-life balance, and well-being.

Read our employee experience guide to learn more about life as a Carnival UK colleague.

CUK-employee-experience-guide-July-2025.pdf

• Employee Discounted Cruising plus Friends and Family offers
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee-led networks
• Company paid Health Cash Plan and health assessment
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave and bank holiday allowance

Take the Next Step

Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney.

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#Job Functions:  Quality Assurance; Customer Service;

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