Contact Centre Quality Specialist

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 of 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.

• 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.

Job Functions: Quality Assurance; Customer Service;

About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise. No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people. Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion. It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.