Contact Center Training, Knowledge and Quality Analyst at Carnival Corporation

DescriptionOne of the best-known names in cruising Princess is the worlds 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 amazingContact Center Training Knowledge & Quality Analystto 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 this youResponsibilitiesDesign 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.RequirementsBachelors 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 ExpectCruise and Travel Privileges for You and Your FamilyHealth Benefits401(k)Employee Stock Purchase PlanTraining & Professional DevelopmentTuition & Professional Certification ReimbursementRewards & IncentivesOur Culture Stronger TogetherOur 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: 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#PCLRequired Experience:IC Key Skills Internal Audit,Accomodation,Facilities Management,Jpa,Government,Architecture Employment Type : Full-Time Experience: years Vacancy: 1